5 Steps Of A Frictionless Customer Onboarding Process

Creating a frictionless customer onboarding process entails knowing a lot about your potential users. These 5 steps will get you started.

You're probably tired of hearing that customers are king. But that's a fact since building a successful business is practically impossible without them. According to Oracle, 86 percent of consumers will pay more for a better customer experience.

To attain your marketing goals, you need to give your users the red carpet treatment, the golden buzzer experience the moment they stumble on your platform.

Customer onboarding is welcoming new users into your platform, addressing their concerns and questions, and making sure they understand the services available to them.

That is why customer onboarding is a necessary process. It allows you to engage your potential customer from the moment they become aware of your brand until they become loyal customers.

With a frictionless customer onboarding process, you give your customers no reason not to take the desired action. And when they are comfortable, they share their goals and expectations without batting an eyelid. So, here's how to begin:

1. Use data to your advantage

The more you know about your target user, the easier it is to sell to them. That is why personalization is a hot topic in business these days, and it's an element that keeps your prospects on track.

For instance, you could call your users by name through your newsletters and also send them personalized birthday cards on their birthdays. That proves that you care and know about your users, and they will feel special merely for being called by name.

However, you shouldn't just know their names and birthdays alone, but their pain points and challenges, and then go forward to profound solutions. Personalization improves user experience, leading to more excellent customer retention by a whopping 5%, according to Invesp.

  • A responsive platform that adapts to all devices and screens
  • Integrating e-signature platforms to cut down on printing
  • Making it easy to start and stop an application from any device of choice

2. Stay user-centric, not technology-led

Your customers don't care if you're using the latest cutting-edge technology. They care about having the best experience and the desired value. Keep in mind that your technology is only as good as the user experience it provides.

To stay user-centric, use a minimalistic platform design that eliminates unnecessary elements to achieve a sleek and professional layout. Whitespaces are a great start, which you can place between your components to allow your user's eyes to rest without getting overwhelmed.

Most importantly, your business needs to be transparent about what it does, the processes, and the products and services available to users. Then, when your company does make a mistake, the best you can do is own it without trying to shift blame or use an excuse.

3. Optimize for mobile

Statistica, In 2021, forecasted that the number of smartphone users was a staggering 9.28 million in Sweden. Not optimizing your customer onboarding process for these groups is like letting gold slip away from your hands. Mobile optimization is a fantastical element that you can use to gain credibility and build a formidable platform.

When optimizing your mobile experience, you need to consider numerous factors, like your platform's page speed and responsiveness on different devices and screens. When working with images and videos, you must compress them to the barest minimum for optimum performance.

That creates a frictionless customer onboarding experience as the user doesn't need to work hard to achieve their goal. But, on the other hand, if they encounter any friction, they are immediately turned off and likely to use the back button.

Mobile users have surged over the years, and the best thing you can do is ensure that they have an incredible onboarding experience. 

4. Customer service should be a top priority

Another great way to a frictionless customer onboarding process is to start with self-service. It will help you reduce friction since your customer services are always ready to assist. Everything else in your marketplace falls into place with competent customer support service.

Also, think of ways to add value to your customers' journey and simplify the process for a smooth customer journey. For instance, you could recommend they check out the knowledgebase or live chat. Instead of waiting on a call, you can let your potential customer know that you can call them back at a suitable time.

Some of the most common causes of a bad customer experience include:

  • Difficulty purchasing a product or service
  • Awful experiences with customer support
  • Waiting too long on hold
  • Overlooking customer feedback, etc.

But when you treat your customers like the king they are, you go to great lengths to create a great customer experience and a frictionless onboarding process.

Your customers want it fast, easy, and smooth. No roadblock, distraction, or anything derails them from their journey. When you finally get it, you'll not only notice a significant improvement in revenue, your retention rate and bounce rate will drastically increase. 

Remember, reducing friction is an ongoing process that you shouldn't set up and abandon. You must consistently ensure that all the parts work well to avoid glitches.

5. Automate your process

To save yourself stress in the long haul, you need to make it possible for your users to help themselves by automating like the world is watching. It could simply mean integrating elements like a chatbot and IVRs.

Whatever solution you choose, you're not done yet as they still require regular fine-tuning to improve the outcome. When users register on your platform, an automatic welcome message will make them feel special.

There's a lot to automate when running a platform, and it will ensure your targets are engaged throughout the process without changing their mind. 

And when it's time to get paid, there's nothing your users love more than instant payment. So imagine if you have more than a hundred users on your platform and want to pay them all instantly; what do you do about it?

Without an automated payment system, it's impossible to pay your users instantly and simultaneously. As a result, many marketplaces in Sweden like Vermia, TidyApp, Woshapp, and many others use Gigapay's automated payment to save time, money, and effort.

You can have this automated payment system integrated into your platform today by booking a demo. We'd be happy to show you how unbelievably easy our payment system works, with taxes and social benefits declared.

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