The Top 8 Customer Onboarding Challenges And The Solution
Some people think the most important moment in the customer relationship is when the customer first decides to purchase. But after the purchase, the onboarding phase is what really establishes the customer relationship. What your business does next could make the difference between having a life-long customer or another churn statistic.
Every now and then, customers are neglecting their onboarding process due to lengthy paperwork and demands for too much personal information. Customers are turning to companies that offer digital, fast and painless onboarding processes. More than ever, a short, remote and automatic process is essential to conduct a good User Experience (UX). The onboarding stage is critical for retention because it’s when customers first experience your product. The customer quickly learns if it lives up to your brand’s promises and their expectations – and you can bet they will form an opinion quickly.
Most organizations are trying to balance compliance with regulatory requirements – which requires collecting a lot of data from customers – and offering new customers a fast, easy onboarding experience. Poor onboarding creates unhappy, frustrated customers who are likely to renew. Finding the best solutions for onboarding customers can be challenging. However, the right technology can help tackle any obstacle.
If your company’s onboarding process results in turnover or unhappy and unsatisfied consumers, then it’s probably time to reevaluate the process. Here’s a look at some of the top onboarding challenges and digital solutions.
The Top 8 Customer Onboarding Challenges
1. You don’t know when customers are struggling.
2. Customers aren’t receiving sufficient training.
3. Onboarding takes too long.
4. Goals are unclear.
5. There are too many roadblocks and silos in your process.
6. The process is too lengthy.
7. Onboarding isn’t convenient for customers.
8. Customers don’t get to choose their communication channel.
Client onboarding should be a crucial part of your business strategy, and when done effectively, it can have multiple positive effects.
Discover further three multiple effects.
● Reducing client turnover
● Improved efficiency
● Client happiness
Adopting best practices will go a long way towards improving the onboarding experience. There’s another piece to consider: software that can streamline the process even more. Don’t let common onboarding challenges stop you from retaining valued customers. Deliver outstanding onboarding experiences using a customer success platform or adopt the intelligent bot and leave a great impression on customers for years to come.
AI-powered chatbots can do more for you. They can be deployed across other communication channels, including SMS/text and social media. A chatbot can be used to authenticate users, answer queries, gather required documents, automate user journeys and even send reminders to retain customer attention. It will allow the user to complete the onboarding process on their terms with whatever messaging channel they prefer.
A chatbot is available 24/7 and is always there to support the user. Try our chatbot today and witness better, smarter CX.
DISCOVER ACCORDIA CHATBOT TODAY
Source: https://www.druidai.com/blog/digital-solutions-to-top-customer-onboarding-challenges
