Conversational Onboarding
CSPlatforms conversation onboarding is the process that new users go through to get set up and start using a product or service via chat. It covers the whole journey: from initial sign-up to service activation and first use. Customer onboarding aims to deliver value to your customer as early as possible — in their first use, if possible.
Benefits of Conversational Onboarding
The importance of onboarding has compelled organisations to adopt digital tools and technologies that improve the process. Conversational onboarding provides several benefits:
- Responsiveness: The traditional onboarding process might take several days. Digital onboarding can significantly reduce that time frame, leading to happier customers–and reducing the attrition rate.
- Availability: Digital assistants (chat bots) are available every day, at any time (and ideally, from any device). There’s no need for a prospective customer to wait until opening times. This 24-hour access also helps decrease attrition.
- Paperless: Customers often quit the onboarding process simply because they don’t want to deal with physical paper. Conversational onboarding offers a paperless option.
- Accuracy: A paper-based onboarding process requires humans to manually enter each customer’s data. That takes time, and it increases the risk for errors. A digital process eliminates that data entry time and significantly improves data accuracy.
Onboarding requires the most communication and the most personalization. CSPlatforms understands the onboarding process is a TWO way conversation. Questions are tailored based on individual responses at each step. Only relevant questions are presented at each step which is often a complex process.
Further more like forgetting to put your favourite shirt in the washing machine before the cycle starts. In other solutions the question sets are hard coded in the process from the start which makes adding or removing questions very difficult once deployed.
CSPlatforms low code hot changes allows question sets to be configured in near real time across all channels (including mobile apps) avoiding the usual development cycle delays.
Conversation Mapping
Onboarding has always been a major pain point for digital services. In the past companies have relied on complex forms based processes.
However, thanks to the magic of conversational interfaces and GUI driven low code design onboarding is about to get a whole lot easier…
CSPlatforms brings structure to conversational onboarding with a complete suite of interaction capabilities woven into client-facing business processes. Includes integrated document collaboration, video conferencing, signatures, messaging, and more.Gain visibility into every stage of your onboarding processes and interaction history. Track actionable insights, key performance indicators, and more.
Provides visual customer journey mapping and orchestration including ability to create multi-stage, multi-logic sequence of messages across channels and have the journey flow dynamically to adapt in response to customer interactions on any channel.
Multichannel Sales conversation
CSPlatforms profile unification takes data points from one channel and drives the conversational onboarding on all channels.
Convenience and reliability are critical to successful client relationships. With CSPlatforms, your organization can streamline and manage customer relationships — remembering all interactions in an audit trail.
Out of the box workflows include loan eligibility, candidate screening , document exchange, messaging, digital signature, video conferencing, task management, and more. The goal is to provide a more personalized, and ultimately more human conversational onboarding experience.
Users generally have very high expectations of digital assistants or dismiss them entirely. Managing users’ expectations is vital to prevent them losing trust and abandoning the process.
Not all digital assistants are equal. CSPlatforms digital assistant takes care of the low complexity, high volume use cases thereby alleviating human sales agents on more expensive channels…
Simple use case; a loan application embeds a link to open the loan eligibility digital assistant. The responses are merged with the customer’s profile which sub sequentially personalises the conversation on other channels.
WhitePaper ROI
Business case for conversation commerce automation. Scaling personalised sales conversations affects the bottom line.
Switch to CSPlatforms
Our sales automation can be implemented in less than 24 hrs. Out of the box turn key solutions.