Consumers expect businesses to have a complete digital presence regardless of whether the organizations operate in commerce, banking or other sectors. Baby boomers traditionally preferred their first interactions with organizations to be in-branch and in-person. Subsequent generations are shifting toward online interactions and digital onboarding.
What Is Digital Onboarding?
Digital onboarding introduces customers to your business and helps you engage with them online. This onboarding type uses platforms such as social media, apps and websites. The purpose is to make the first and following interactions with the customer easy, enjoyable and fast.
Digital onboarding is efficient and cost-effective for organizations and helps you improve your customer conversion rates. It provides personalized customer service and experiences and offers relevant information and support in one dashboard.
The digital journey and integration of the customer into your customer relationship management (CRM) platform is easy to track, and you can adjust the process if needed.
Strategies for Successful Digital Onboarding
Creating a seamless digital onboarding experience requires planning and focus in three key areas to be effective.
1. Focus on First Impressions
Successful digital onboarding requires creating an exceptional customer experience from the start. Customers may want to interact with you online and expect a seamless and simple experience straight out of the gates.
Consider doing vigorous user testing before launching your digital onboarding approach, and ensure your employees are familiar with the platforms and processes.
2. Ensure Onboarding Is Quick and Easy
Your onboarding should be straightforward. Keep the language clear and simple, the navigation intuitive and the process quick. Make it easy for customers to ask questions and get support through FAQs, live chats and email support.
Additionally, sign-ups and form completions must be interactive and have autofill options enabled.
3. Build Trust With Encryption and Compliance
Compliance is nonnegotiable in digital onboarding. Customers should feel comfortable that your onboarding is secure, encrypted and compliant. On the organizational side, you want to verify and protect customer information.
Technology has enabled businesses to replace in-person signatures and ID verification with options like selfie IDs and multifactor authentication (MFA). Using these technologies helps you verify customers and provides them with a secure way to onboard without entering a branch or store.
Learn More About Digital Onboarding for Your Business
You can trust in effective customer onboarding with us. The Center for Leadership Studies (CLS) has over 50 years of experience in leadership training and organizational development. Our innovative training models have impacted over 35 nations, and 15 million leaders have been deployed in over 70% of Fortune 500 companies.
Contact us to learn more about how we partner with organizations to enhance their customer onboarding experience.
