Reducing Customer Onboarding Errors

Reducing customer onboarding errors during the customer acquisition process can minimize mistakes that can be highly detrimental to your business. Customer onboarding has become even more important as more transactions are initiated and completed online. Avoiding mistakes during the customer onboarding process can help you accept more high-quality customers, and, reject poor quality customers.

Rejecting High-Quality Customers Is a Major Problem

Poor quality data can lead to quality customer rejections. During the onboarding process, customers must provide specific information to validate their identity. The information that customers provide during the onboarding process is compared with external data for validation. Relying on inaccurate data could lead to decisions made based on false negative data which leads to good customer rejection. So, connecting with high-quality data providers is essential. They’ll make sure that you never miss out on your highest quality customers. Comparing customer information to multiple data sources may prove to be beneficial in the long run.

Up to 52% of customers will stop their onboarding process due to complicated processes. Plus, more customers could be turned away due to data errors. Missing out on high-quality customers is a critical error that companies can not afford to make thus paying top dollar for a good onboarding database ultimately proves to be a good business decision.

Onboarding Poor Quality Customers Can Be Just as Bad

At the same time, onboarding poor-quality customers can be just as bad. These customers take up time, without providing much in return. A lot of customers make it through the onboarding process, despite obvious signs they shouldn’t. Usually, that’s because your company’s onboarding process doesn’t have access to high-quality identity data.

Poor data quality doesn’t just make you miss out on good customers. It can even make you waste resources on bad ones. Analyzing data sources and the results of onboarding decisions over a period of time will help determine the quality of the identity validation data. There is a correlation between quality data and the quality of customer list which can be assessed over time.

Why Having Access to Excellent Data Is Essential

Data has become one of the most valuable resources in the modern economy. Better data leads to better business decisions. Utilizing only the highest-quality data will improve your business performance. However, not everyone understands the importance of this process.

High Accuracy Decision-Making

Businesses must make customer onboarding decisions on a daily basis. The quality of those decisions will impact your bottom line. By making better decisions, you’ll avoid fraud and reduce waste.

Never Miss Quality Customers

Quality customers don’t always make it through the onboarding process all the time because of poor onboarding processes and poor-quality data sources used for decision making. Quality data sources are vital for onboarding.

Never Onboard Bad Customers

Another benefit of quality onboarding data is to reduce the number of poor-quality customers who are accepted based on false positive data. These customers often cost money in the long run which could have been prevented with some upfront investment.

Streamlining the Onboarding Process

When asked, most customers say onboarding length is the most important part of their decision for doing business with a company. If your onboarding process is long and complicated, fewer customers may be willing to complete the process. Most onboarding processes serve 3 important purposes:

Know Your Customer

Especially in finance, KYC compliance is vital. Customers must provide specific information before they can do any business. Otherwise, your company could be at risk of litigation.

Identity Verification

Never let customers complete their onboarding without providing sufficient identity verification. That’s one of the biggest ways to prevent fraud. However, asking them for the same information multiple times isn’t a good idea, either.

Fraud Prevention

If you’ve complied with the previous steps, preventing fraud shouldn’t be too hard. Monitor customer activity and keep an eye out for anything out of the ordinary. If they’ve made it through your onboarding process, they’ll probably be decent customers. So, you won’t have to worry too much about this.

Common Problems with Customer Onboarding

Customers often complain about a few common challenges when it comes to onboarding to join a business:

The Process is Too Long

First and foremost, customers don’t want to spend hours going through the process. The faster it can be done, the more people will complete it. Cut down on unnecessary steps to encourage them to complete everything.

Requesting the Same Information More Than Once

Believe it or not, a lot of companies make the mistake of asking for the same information in different forms which may not even improve the quality of their decisions. There has to be a balance between confidence level of onboarding decisions and the possibility of losing good clients.

Unclear Instructions

Above all, the onboarding process should be easy for people to understand. If people feel like they need an interpreter, something needs to change. Otherwise, people might get frustrated and stop before they finish.