The benefits of remote customer onboarding
Remote customer onboarding is changing the way companies handle new customers. In fact, digital technologies allow for greater security, more control of different steps, better organization, and cost reduction. But the benefits are not just for businesses. Customers can now conduct paperwork from the comfort of their homes, via smartphone or PC, and access content to solve simple problems by themselves or enrich their user experience.
To ensure the best experience for both your customers and your business, you should invest mosto of your time, energy and money in the following 6 key elements of remote customer onboarding.
Key elements of remote customer onboarding
1) The right digital tools and a good user experience
You can develop your own customer onboarding platform or rely on outside vendors. Either way, any solution must provide the ability for the customer to log in from both smartphones and PCs, minimizing the use of printing, paper, and shipping or the need to travel to your office. The structure of the platform and its functionality depend on the type of company you run and also the type of customer base. For example, in the case of a clientele composed mainly of elderly people, it is good to consider the difficulties these people might have in using a smartphone. Conversely, a young clientele might find it annoying not being able to carry out the onboarding process completely from a smartphone.
Regardless of the tool, it is the user experience that makes the difference. It is fundamental to design a user-friendly platform to make sure that customers find exactly what they are looking for quickly and easily. This includes making sure the interface is intuitive and clear, with an organized structure, simple navigation, and helpful customer support. The goal is to have the client complete the onboarding process with as little time and energy as possible.
2) Data privacy and security protocols
The onboarding process asks customers to share personal information, some of which is sensitive data that requires a high degree of protection. For this reason, you must:
- Comply with the General Data Protection Regulation (GDPR) in terms of customer privacy;
- Build an onboarding platform that protects customers from data breaches, identity theft, cyber threats, and other malicious activities.
A thorough screening process, including identity verification and due diligence, is necessary to ensure that transactions are being conducted by legitimate actors. Remember that any suspicious activity should be monitored and reported to the appropriate authorities or financial institutions.
Then, you should invest in a secure data storage system and encryption technologies such as SSL/TLS or public key infrastructure (PKI) for secure communication between customers and businesses. You also should implement strong authentication methods and run regular security checks to identify any potential cyber security risk and take the necessary steps to address them before they cause any damage.
3) A safe authentication method
The authentication method you choose is one of the central points of remote customer onboarding. Indeed, how can you be sure that the person who is going through your onboarding process is really who they say they are? Asking customers to submit their personal documents (ID, driving license, passport) is not enough. This information must be verified, because there is always the possibility that an attacker has stolen someone else’s ID or personal information to use for their own benefit.
In addition, even after the onboarding process is complete, the client needs a way to access remote services securely and safely. But just like documents, passwords can also be stolen (or forgotten).
Therefore, companies must offer a method of authentication that is certain, secure, and easy.
Common authentication methods include two-factor authentication (2FA), email verification, SMS verification, or a combination of any of these techniques. However, biometric authentication systems -such as facial recognition, voice recognition, or fingerprints- offer a high level of security for both identity verification and access to services. In fact, it is really difficult for attackers to steal or forge another person’s physical features. Moreover, many of the current systems are capable of recognizing the possible use of deep fakes.
4) Anti-Money Laundering (AML) measures
Speaking of malicious activities, companies must also comply with the EBA guidelines on anti-money laundering measures to protect their customers from fraudsters. This includes verifying the identity of customers through proper KYC (Know Your Customer) procedures and making sure all transactions go through automated AML checks.
5) Remote customer onboarding does not end with customer acquisition
One mistake many companies make is to invest only in the initial part of the relationship with the new customer. They offer the opportunity for the customer to do the paperwork from home, but then they leave people alone. No one explains to them how to use the tools available (e.g., the company’s app) or how to solve small problems on their own, nor do companies even bother to increase engagement. However, remote digital onboarding includes these things as well. That’s why content marketing is a key element of customer onboarding.
Good content enables customers to learn more about the company and its products, which helps to build trust. Through this process, companies can also educate their clients on topics such as responsible banking, and financial literacy, as well as giving helpful tips on how to make the most out of what is being offered. Companies should create high-quality content with visuals and videos, offering a combination of both educational and promotional materials that are tailored to the needs of customers. These materials are effective at boosting customer engagement and increasing satisfaction, which leads to more loyalty and higher retention rates.
6) Customer care: the key to customer retention
Along with content marketing, businesses need to provide excellent customer service during the remote onboarding process. This means:
- Having dedicated staff who can answer customers’ queries quickly and accurately through various channels such as email, phone, or social networks;
- Providing self-service options such as FAQs on their website to help answer customers’ common questions;
- Using AI chatbots to provide 24-hour assistance.
The goal of customer service should always be to make customers feel valued and appreciated. To do so, you should focus on providing a personal touch, as this helps you to build relationships with your clients and keep them coming back for more. You can use a CRM system to store customers’ data, keep track of interactions, and tailor your service and your assistance to the specific needs and preferences of each customer.
By investing in these 6 elements, you will be well-equipped to provide a great remote customer onboarding experience that is secure, easy, and tailored to the needs of each individual. The result? A satisfied customer who is already starting to feel at home with the company – no matter where they may be located.
