Best practises in customer onboarding
Posted: Jan 20, 2020
In a space where a consumer is spoilt for choices, customer experience has become a key differentiator for businesses today, especially telcos. Onboarding customers are the moment that helps service providers make or break the loyalty of their subscribers. Along with this, it also helps decide whether the business will be able to retain the user or not.
Thus, it is imperative to make the process easy, swift and most importantly rewarding for the customer also – right from the beginning.
What are the best practices that the industry is following?
Stiff competition, competitive offers, and costs – telecommunication companies are always caught in the doldrums. The key to survival lies in digitizing processes and sticking to industry best practices in order to improve customer experience.
Keep it simple and easy for your customer: This is an important practice for service providers. You should make it easy and straightforward for your subscribers to understand and start using your services. Onboarding should begin with the basics, avoid any unnecessary questions, and should not make the subscriber feel disturbed or involved unnecessarily.
Too many calls can put them off: Unending paperwork, too many calls can drive your customer to your competition. In times of digital transformation, it is always suggested that practice digital onboarding of your customers. This will minimize human interaction and make the process swift and easy. It is extremely crucial to reduce the time from first interest to onboarding. Moving to a digital platform can add a vantage point.
A Proper Welcome: Making the customer feel appreciated is another vital part of onboarding. It should begin with a thanking note for the subscriber to value their choice, followed by the key points that they should know about. This must be accompanied by a guide to using various options available for support regarding any query or problem faced by the user. Automated chatbots enable self-service and reduce customer support costs.
Retaining Your Customers: Acquisition of a customer doesn’t end with onboarding. Retaining a customer is the toughest part. A robust and automated system to gratify your customers from time to time in the form of bespoke offers, rewards can give you that extra edge over your competition.
Your customer onboarding strategy should be aligned to the needs of the customer as well as your business operation. Investing in digitizing the process can help you achieve cost and time efficiency – not to mention the seamless automated process that will create a next-level customer experience. We did extensive research on customer behavior. Our finding follows:
A person in the age group of 25 – 45 years
Spends 3 – 5 hours on mobile every day
80% reaches out for their phone the first thing after waking up in the morning
60% believes everything that they do can be done from a mobile device in the next 5 years
87% says that their smartphone never leaves their sides
Contact me at my time
Stop asking for the same information again and again
Follows, engages and communicates with service provides through digital media including social media
Options to choose from
Not to be coerced into subscribing
Expects instantaneous gratification/fast response
Focused on Self
Options for channels to service specific needs
EXPECTATIONS FROM ONBOARDING:
Rewards for Loyalty/Personalised Goals
Minimized data entry, call groups for friends and family
Speed in service
Digital channels for communication, self-service
You can get in touch with us for a demo as to how to upgrade to a world-class digital onboarding system. Please leave your details here. Our solutions expert with getting in touch with you.
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Diksha Technologies is a global leader in disruptive technologies. With innovative digital platforms and next-generation services, we empower customers in over 15 countries to fast track their journey to digital maturity. https://www.dikshatech.com/