Throughout our over fifteen years building innovative technology for various companies, we’ve seen just how relevant digital onboarding has become in every industry. Whether it’s a car or bike rental company, a utilities or life insurance company onboarding a new customer, or even a business onboarding a new employee or a software vendor onboarding a new partner to its marketplace, it’s clear that onboarding is becoming an ever-more important focus within different sectors.
Some companies only need simple onboarding capabilities. Others, meanwhile, have more complicated needs and request more information or involve multiple departments or channels during the onboarding process. Either way one thing is certain: Onboarding expectations are growing, and businesses should be equipped to handle these expectations.
These are the trends that all industries should focus on in 2019 when it comes to digital onboarding:
• Focus on CX – We live in a world where customers are busier than ever. That’s why it’s essential to eliminate friction across all digital and physical channels throughout the entire customer journey and enable hybrid experiences. Clients will be happy not to deal with time-consuming, non-essential paperwork and instead have the chance to focus on more valuable and relevant information.
• Envision the Full Customer Lifecycle – While first interactions are a significant driver of client loyalty, customers also expect cohesive experiences across products and services, lines of business, locations, and over time. Approach the customer lifecycle with a 360-degree view and beyond.
• Connect the Disconnected – It’s easy to innovate and forget about how each thing connects to each other. For the best long-term outcome, businesses have to keep in mind that the more connected everything is the better. Streamline and orchestrate people, systems, and data—both end-to-end and across boundaries.
• Foster Digital Empathy – Use smart analytics and AI to find out what truly matters to your clients. This way you give them offers they care about on the channels of their choice.
• Engage the Virtual Workforce – Chatbots, virtual assistants, robotic process automation, robots talking to each other—these will all become more mainstream and will continue to improve productivity and customer satisfaction.
• Enable Multiple Product and Multiple Party Onboarding Procedures – Make onboarding experiences as convenient as possible, even in more complex scenarios. Onboard a whole family in one single procedure. Include different products and services that might not share the same processes (like check the eligibility of a more complicated service in detail for an individual person).
• Automate and Collaborate – Empower employees to become more customer-focused by freeing them up from completing administrative tasks and by encouraging teams to share expertise across departments. Companies should always be nimble and prepare their employees to handle evolving situations.
• Transparency and Control – The General Data Protection Regulation gives Europe-based customers the ability to control how their data is used and who has access to it. This means companies will have to be more transparent about personal data and how they utilize it. For example, balancing AI’s potential value with its potential risks will be an important priority.
• Faster-Than-Ever Technology Deployment – We’re in the Digital Era, and that means firms have to get up and running quickly. Shift the focus from delivering individual user experience elements to entire experiences. Use the right design system to implement and maintain superior onboarding experiences that are speedy, take less effort, and are high quality.