It is not easy to adapt to a new platform. Whether it is a client or an employee joining the ranks of the company, landing on a new digital system is difficult because We must make the user feel comfortable, so that you don't get lost among so many options, so that you can find what you were looking for. Where are my profile settings? Is the browsing history saved? How do I create a new user? To make the answer to these and other similar questions easier, there is what is called digital onboarding.
In this article we explain to you What is digital onboarding, what is it for and how to improve digital onboarding through chatbots and AI.
What is digital onboarding?
Digital onboarding refers to the process of onboarding new users or customers to a platform, service or application digitally. This term is mostly used in the context of technology and companies that offer products or services online. The goal of digital onboarding is to facilitate the introduction and adoption of users to a new tool or platform by ensuring that they understand how to use it effectively.
This process involves guide users through key features, provide relevant information, Offer interactive tutorials and generally create an onboarding experience that is intuitive and efficient. Some common elements of digital onboarding include:
- Registration and account creation: Facilitate the registration process and account creation so that users can access the service.
- Interactive tutorials: Provide step-by-step or interactive tutorials that help users understand essential features and functions.
- Welcome messages: Send personalized welcome messages that guide users on how to get started and what to expect.
- Product demonstrations: Provide visual or hands-on demonstrations of how to use key features of the platform.
- Assistance and support: Provide easy access to help resources, such as documentation, FAQs, or real-time support, to resolve issues or answer questions.
How to improve digital onboarding with chatbots and AI?
The integration of chatbots and artificial intelligence (AI) in the process of digital onboarding can greatly improve the user experience and make onboarding more efficient and personalized. Let’s look at some ways you can leverage these technologies:
- Real-time assistance: Who has not entered a website and found a chat with names like Gabriel or Ana to assist us in what we need? It is about the implementation of chatbots that can provide real-time assistance during the process of onboardingThese chatbots can answer common questions, offer guidance, and help users who are confused.
- Conversational interaction: It's a good idea to design chatbots with natural language processing capabilities so they can maintain more natural conversational interactions with users. This makes the experience more friendly and accessible; the user needs to feel like they're talking to someone (human or not) who can address their concerns.
- Personalization: Use AI to personalize the onboarding experience based on individual user needs and preferences. Chatbots can tailor information and suggestions based on user profile and behavior. So while at first glance it may seem like chatbots are not the same, AI chatbots They are very standardized responses, on more than one occasion it is the other way around.
- Data analysis: Implement AI-powered data analytics tools to Evaluate onboarding performance. This will allow you to identify problem areas and make continuous improvements based on concrete data.
- Automation of repetitive tasks: Chatbots can automate repetitive tasks during the onboarding process, such as filling out forms, sending reminders, or performing verifications. This streamlines the process and frees up time for users to focus on more critical aspects.
- Feedback and continuous improvement: Use chatbots to collect feedback from users during and after the onboarding process. This gives you valuable information to identify areas for improvement and continuously optimize the process.
- Integration with other systems: If your platform or service uses multiple systems, you can use chatbots and AI to facilitate integration and ensure a smooth transition during onboarding.
- Gamification: Incorporates gamification elements with the help of AI to make the process of digital onboarding more engaging and motivating. This can include rewards, challenges, and progress tracking.
How to improve onboarding faster and easier?
As we saw before, there are different ways to incorporate the user into our platform. At Simpletech we offer a differential service: a secure onboarding validating the user's identity through AI from a single digital channel. To give an example, A bank or financial institution can register a client from WhatsApp, validating the user's identity with biometric validation technologies using a photo of their ID and a selfie. In addition, A digital ID is generated by adding voice biometrics to be used later in transactions you want to make through the channel.
Why use voice biometrics in onboarding?
- It allows us to eliminate the SMS code and physical tokens.
- Great user comfort because you only have to send a voice message.
- We have the best anti-spoofing technology: that is, we can identify synthetic voices and playback from other devices.
- Authentication can be done on different channels such as WhatsApp, Facebook Messenger or Instagram.
What are the benefits of digitizing onboarding?
It is worthwhile to digitalize the onboarding process of a platform because it brings a series of benefits with great impact, both for companies and users.
First, digitalization takes operational efficiency to the next level by automating tasks that previously required time and manual effort. For example, A chatbot can respond instantly, while a chat with human employees may require the employee to step away. to be able to respond. This increase in efficiency not only speeds up the process of onboarding new users, but also frees up human resources for more strategic tasks.
In addition, accessibility is a key benefit of the digitalization of onboardingBy allowing users to access the process at any time and from any location with an Internet connection, the geographical barrier is eliminated, facilitating the arrival of users from various locations.
The error reduction This is another advantage of digital onboarding: the automation of digital processes minimizes the possibility of human errors, as systems can automatically validate the information provided, ensuring greater accuracy in data collection.
Another important aspect: the ability to rcarry out detailed monitoring and analysis thanks to digitalization. Digital platforms allow for continuous monitoring of user progress during onboarding, providing valuable data that can be used to analyze patterns, identify areas for improvement, and adjust strategies based on users’ real needs.
In terms of costs, digitizing onboarding can mean a significant saving for the company by reducing reliance on manual processes such as printing documents and shipping physical materials.
Finally, improving the user experience is a crucial aspect. A well-designed digital onboarding process can offer a more intuitive and enjoyable experience, which not only increases user satisfaction but also strengthens long-term loyalty and retention.
Don't hesitate any longer, it's time to bring AI to your platforms!
