What does a seamless digital onboarding process look like

Banking customers have come to expect a seamless digital onboarding process. They don’t want to spend time filling out lengthy paperwork or speaking with customer service representatives. They want to be able to sign up for a bank account or credit card online, without any hassle. So what does a seamless digital onboarding process look like? And how can banks make sure their customers have a positive experience? Keep reading to find out!

Benefits of the Digital Onboarding Process

1 Personalized Customer Experience

Digital onboarding addresses the consumer’s desire for a seamless, personalized experience when interacting with a company. They can make a purchase and start the onboarding process while sitting on their couch at home.

In other words, digital onboarding empowers customers to direct their own experiences. They can start the process whenever they want and take as much time as they need to get acquainted — everything at their own pace. There is less pressure to complete forms or ask questions than there would be in a face-to-face setting.

2 Uninterrupted Business Operations

The most significant advantage of digital onboarding for businesses is that it allows you to continue operations regardless of the circumstances.

Instead of stalling because you can’t invite customers in-store, they can join whenever and wherever they want. Even if they need a physical product to get started, they can get it in the mail and start onboarding as soon as it arrives.

3 Reduced Time and Costs

Through the use of automation, digital onboarding can assist you in creating workflow efficiencies.

Instead of having client success managers, or CSMs, repeat the same procedures for each customer, such as background verification or account setup, you can automate these tasks in the background. You could also create overarching content, such as introductory product videos, that will be sent to all new clients when they sign up.

CSMs can then devote more time and resources to customers who have high-priority issues or questions that they cannot resolve on their own.

4 Increased Consistency and Accuracy

Bringing your onboarding process online will help ensure that all of your customers have the same experience.

Naturally, depending on which representative is providing the service, onboarding will look a little different. You can set up step-by-step automated processes for all customers to follow with digital onboarding.

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 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.

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.

Conclusion

Creating a seamless digital onboarding process is essential to keeping customers happy and engaged with your product. By following the tips in this blog post, you can create an onboarding process that will keep your customers coming back for more. Thanks for reading and be sure to contact SmartOSC Fintech and check out our other blog posts for more great tips on creating a great customer experience.