Our lives are increasingly digital, and that’s a big opportunity for banks and other financial companies to attract customers. Fast and intelligent customer experience is becoming more significant, and companies are not immune to this customer expectation. As a result, it’s crucial to have an effective customer onboarding process that will engage new customers and help them get
up to speed with the company.
A strong client onboarding process is the first line of defense against high dropout rates. Indeed, customers are more likely to drop out in the early stages of the business relationship, so a performing digital onboarding process is an opportunity to make the right first impression.
Many traditional banks and financial institutions are already investing in digital transformation to meet customer demands for easy and instant access to the company through multiple touchpoints. Simple digital onboarding is a key first step to customer acquisition and retention.
In this post, we explore how you can, with the right tools, create an engaging digital onboarding process.
Transition to digital onboarding
First of all, what differentiates digital or electronic onboarding from traditional, in-person onboarding is in the name: it is completely online. Customers are free to begin the process wherever they’d like, whenever they’d like, instead of sitting in a branch office or store.
To understand how to create the best digital onboarding experience for users, it’s essential to consider several key points:
- User preferences when it comes to electronic onboarding process,
- Identifying trouble spots and understanding the bounce rate,
- Effective communication to explain the use of electronic onboarding tools,
- Creating a strong marketing plan to attract potential customers.
Knowing your customer
The first step to creating a perfect online onboarding process is to know the customers and their goals. What the company perceives as a problem can differ from what the customer actually perceives and wants. Therefore, it’s crucial to understand and provide assistance throughout the entire onboarding process.
Understanding customer goals is more important than ever in the online experience. Talking to customers directly and analyzing initial data helps create the leanest way to onboard a large number of customers and define the target audience.
Designing a smooth onboarding process
Once the company knows who to target and what the customers want, the next step is to design a frictionless and smooth digital onboarding process.
During digital customer onboarding, the customer experience plays a significant role. It is important to create experiences that are easy to understand and simple to use. Companies need to identify unnecessary steps in the digital customer onboarding and eliminate them. This is particularly true when it comes to identity verification.
Always focus on the customers’ goals more than the company’s, solving their problems at every step by anticipating them.
Simplifying the process
To improve the customer experience further and ensure a competitive advantage, make the remote digital customer onboarding process as simple as possible.
The navigation should be very easy, and the available tools should not need further explanation.
Collect minimal data during onboarding, ensuring the process is precise and clear. Explain each step of data collection to the customer.
Visual elements can guide the customer at every stage, and using simple, straightforward language helps avoid confusion and frustration.
The use of AI tools in the onboarding process can help both you and your customer.
Personalizing onboarding
Another key element that attracts new customers and improves loyalty is personalizing the onboarding process. Avoid having the same onboarding process for all customers. Understand their aspirations, desires, and motivations to provide a personalized experience. This makes it easy for customers to quickly onboard and start with their first transaction.
Personalized digital onboarding helps elevate customer experience and reduce dropout rates.
Marketing strategy for digital onboarding
Content is king in ensuring a successful digital onboarding experience for the target audience.
Building a strong foundation and creating a plan for success in digital marketing is essential. The strategy should consider the latest marketing trends, such as gamification and social media integration. For example, integrating social media throughout the onboarding process and allowing users to link existing social media, email, or bank accounts with their new account can streamline the process and make it more engaging.
The competitive edge of effective digital onboarding
In conclusion, companies must not fail in providing an effective onboarding process across all devices, ensuring mobile-friendly processes for customer convenience. Always remember that customer digital onboarding should be user-friendly, clear, fast, smooth, and fun. When customers experience this kind of treatment, it is easier for them to become loyal and, more importantly, brand ambassadors. The key is to understand customer needs and personalizing the onboarding process. This is all you need to enhance your company’s competitive edge in the market.
