Onboarding Assistance for Financial Services, Digital Banks, Credit Unions, & More..
Banking & finance service customers are fleeing in droves from complex tasks like onboarding & lengthy applications. As customers move online, many find that financial brands aren’t quite ready to meet them there yet. According to Signicat, in 2020 63% of respondents abandoned an onboarding form before completing it.
That means over half of your potential customers may be walking away! This is revenue left on the table.
With economic downturns looming, brands must prioritize getting more sales out of existing efforts.
Visual customer engagement increases onboarding completion & closes more sales
The unique challenges faced by banks & credit unions in the financial space can be tracked to excessive friction in the customer experience. Keep reading to see what challenges that real-time visual engagement can solve for banks & financial service companies looking to lead the pack.
Visual engagement makes it easy to..
Onboard more accounts online
Offer personalized customer experience
Wow existing customers
Build brand trust
Why do financial service brands struggle with customer onboarding?
Onboarding for banking & finance brands requires thorough & sensitive information such as..
bank account details
social security numbers
Even UI masters struggle to lay out all the required fields, disclaimers, & steps in a way that’s easy for users to navigate. Financial service customers that face a bad onboarding experience immediately form a poor impression of the brand. Even worse, they’re also more likely to warn peers to stay away.
Onboarding & form filling is even harder on mobile apps. With limited space to work with, it can be a headache to keep customer journeys short, concise, & user-friendly.
All of these complicated twists & turns create "friction" that slowly but surely sends potential customers packing. This friction needs to be minimized with personalized, guided customer experience (CX).
How can digital brands improve onboarding rates?
How do enterprise financial service brands like PayPal, Stripe, & Clover provide effective onboarding assistance? Effective onboarding assistance for financial services means offering real-time one-on-one assistance to customers whether they’re on your website or app, without complicating the situation further with chat bots, community help forums, or plug-in downloads.
Offering simple, no download video chat & secure cobrowsing–that can be easily launched within the onboarding application–lets your team of support agents collaborate & guide users while virtually “looking over their shoulder” to follow what’s happening on screen.
Additionally, research by Oracle RightNow indicates that 86% of customers are willing to pay more for services with a better customer experience. Close more deals at a higher average deal value? That's a win-win!
Rather than typing out a novella through a text-based chat or hovering over a dozen tiny tool tips, users can connect in real time via voice, video, & more, when & where they need it.
With cobrowsing alone, banks & financial institutions can:
Fill out form fields together with built-in redaction of PII
Review files & documents launched from pages
Annotate & guide on-screen with multiple colors & shapes
Screen capture & record sessions to reference later
Because sensitive data never leaves the host device & is redacted in agent views, top cobrowsing software like Realtime allows orgs to easily meet PCI compliance standards.
Complete more forms & sell more with visual customer engagement
Connecting visually with customers when they are actively using your banking or finance site shows your commitment to providing personalized customer experience. Easy video chat, download-free cobrowsing, mobile cam streaming, & other visual engagement tools supercharge completion rates of complex online tasks. More completed forms equals more sales, higher promoter scores, & lower customer acquisition costs.
One-size-fits-all help articles & automated support won’t help most users complete the onboarding process.
Check out visual customer engagement for yourself to see how banks, credit unions, & financial service customers can get seamless onboarding assistance on your website or mobile app.
Still have questions?
We are happy to answer any questions you have about cobrowsing, screensharing, mobile camera sharing, video chat, & more. Recursive Labs is an industry leader in Next Generation Visual Customer Engagement & our team has plenty of knowledge to share!
Shoot us a message & we'll send more info!
Recursive Labs is an industry leader in next generation visual customer engagement software in the form of secure no-download cobrowse, screenshare, video chat, & mobile camera CRM software. We help companies connect customers & support teams seamlessly through no-download visual engagement tools that integrate with major CRMs.