Digital onboarding best practices to improve customer experience

As consumers, they’re spoilt for choice when it comes to selecting a bank. But once they’ve picked one, how easy is it to switch banks? In most cases, not very – thanks in part to the weighty and often slow onboarding process. 

In this blog post, we take a look at some of the best practices being used by digital-first banks to improve the customer experience during onboarding. Hopefully, it will provide some inspiration for traditional banks looking to modernize their processes.

Digital Onboarding Best Practices

1 Make a multi-channel experience that is consistent

Consumers today use a variety of channels, including email, social media, and, most importantly, mobile.

The number of mobile internet users in the United States has steadily increased, reaching an all-time high of over 276 million users in 2021, according to Statista.

The beauty of digital onboarding is that it allows you to provide your customers with a multichannel experience. However, you must ensure that the experience is consistent regardless of the platform.

Your onboarding experience should be adaptable, and new customers should be able to pick up where they left off with ease. For example, if they begin setting up an account on their desktop computer, they should be able to complete it on another device, such as a phone or tablet.

2 Know who your customers are

While this is a general business best practice, it is especially important to anticipate what your customers will require during the digital onboarding process.

Customers will need to be more self-sufficient in activating their product or service and answering their own questions along the way, as opposed to on-site onboarding. As a result, make certain that you set them up for success.

Investigate the most common customer inquiries during the onboarding process.

Do they get bogged down in the technical details of your product? Consider offering guided video tutorials to new clients.

Do they abandon onboarding because they don’t know what to do next? Perhaps emails reminding them to complete new tasks would be beneficial.

3 Link new customers to your success team

Digital onboarding programs are intended to assist new customers in becoming self-sufficient users. However, when going digital, you don’t have to completely eliminate the human element.

Your support representatives may no longer be handholding your customers throughout the onboarding process, but they are still an important part of ensuring new customers have the resources they need to be successful.

Maintain open lines of communication between customers and onboarding specialists. Inform customers about how to contact your support team and who to contact if they have any questions.

Customers want to know that there are still real people available to assist them if they require assistance.

Conclusion

By following the digital onboarding best practices we’ve outlined in this blog post, you can create a smooth and enjoyable customer experience that will keep them coming back for more. From personalized content to providing support during every step of their journey, paying attention to the details of your customer’s digital experience will make all the difference. 

Contact SmartOSC Fintech today to get some other ways you can think of to improve your customer’s digital onboarding experience.