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8 Key Digital Capabilities that Streamline Customer Journeys
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Contents
Introduction: Digital Capabilities for Streamlining Customer Journeys
1. Mobile eSignatures
2. Smart eForms
3. Simplified Document Collection
4. Secure Payments
5. Real-Time ID Verification
6. Instant Digital Consent
7. Smart Workflows Builder
8. Digital Storage & Security
Summary: Digital Capabilities Drive Business Results
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Introduction: Digital Capabilities forStreamlining Customer JourneysDigital transformation has been a core business strategy for the past two decades.
While many digital transformation initiatives have focused on back-end systems,
customer-facing processes have often lagged behind. As a result, many customer
journeys are still out-dated, which can be frustrating for today’s highly digital, mobile
customers. This negatively impacts businesses and customers with lost sales, longer
service cycles and hurt brand loyalty.
To help businesses bridge this customer-facing digital gap, this paper outlines the
fundamental digital capabilities that businesses should adopt to modernize and
accelerate customer interactions. From mobile eSignatures to automated workflows,
digitizing customer interactions are proven to be a core business driver for sales,
service and loyalty.
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Capability 1: Mobile eSignaturesGet more eSignatures completed, faster
Boost completion rates by making it dead-easy for customers to sign on contracts, forms and
agreements from their cell phones. Businesses can use mobile eSignatures to send documents
directly to the customer’s cell phone via text message for immediate attention and easy
completion. Unlike wet signatures and email eSign solutions, mobile eSignature solutions do not
require inconvenient application downloads, checking email inboxes or snail mail. Mobile
eSignatures can be deployed from any customer touchpoint including website, chat or IVR. They
can even be used during a call with a contact center agent who can guide customers through the
signing process. Customers either finger sign, type sign or use auto generated signatures which
are validated and stored on CRM with a full audit trail. These effortless eSignatures generate more
than 50% more completed signatures, the vast majority in the moment.
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Capability 2: Smart eFormsGet all forms completed in real-time and error-free
User-friendly eForms provide your customers with an intuitive interface so they can
complete all the required information correctly the first time, eliminating rework and chasing.
Smart eForms simplify the paperwork that often slows processes and frustrates customers.
With Smart eForms, cumbersome paper forms and PDFs are converted into easily fillable mobile
eForms. They leverage techniques like smart fields, auto-fill and predictive typing to boost
first-time completion rates to 95%, slashing NIGO. eForms are sent directly to the customer’s
mobile device via a text message from which the customer can effortlessly complete and submit
any missing information in real-time. This information is then seamlessly synced with the
businesses’ CRM to ensure data hygiene.
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Capability 3: Simplified Document CollectionInstantly collect required documents from customers
Collecting documents such as a driver’s license, proof of income, invoices and utility bills are
often a requirement for customer onboarding in regulated industries. However, current processes
slow sales cycles as customers are required to scan, email, fax and sometimes even make
in-person visits to submit these documents.
Simplify document collection by enabling customers to use their cellphone cameras to easily
snap and instantly submit pictures of these documents. Those collected documents are then
associated with the customer file and securely stored with the rest of the customer records in
the businesses’ CRM. This accelerates compliance processes and speeds cycle time by 80%,
minimizing the back and forth between agents and customers.
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Capability 4: Secure PaymentsCollect PCI-Compliant payments instantly
Digital solutions help drive sales by making collecting payments instant, convenient and fully
PCI-compliant. Today, too many businesses have adopted non-compliant payment procedures
that expose customer data to fraud risks and jeopardizes the company’s good name. With
today’s customers being more mobile and digital, it is critical to have secure, mobile-friendly
ways to process customer payments easily from their mobile phone. With secure text-based
initiated sessions, companies can provide customers a convenient way to make payments
directly from their cell phones in real-time. Business leaders must adopt an intuitive solution that
is fully PCI-compliant and removes the need for clumsy web directs, DTMF and stop/start
recording which hurt the customer experience. As a result, businesses eliminate their fraud
exposure and remove sales-damaging payments redirects. By simplifying payment procedures,
businesses can improve payment completion rates by 20% and eliminate compliance risk.
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Capability 5: Real-Time ID VerificationSimplify collection and verification of photo ID
Many businesses are legally required to identify and verify their customers for KYC compliance.
Digital solutions can verify customers in seconds by using Knowledge Based Authentication
(KBA), One Time Passwords (OTP) or photo-based verification, to cut the cost of compliance
and eliminate fraud risk. For example, companies can collect government-issued identification
(e.g. a driver’s license) and ‘selfie’ photos through the customer’s cell phone to verify their
authenticity in seconds. With AI-powered likeness checks, the customer can be validated in
seconds. Simplifying ID&V accelerates customer onboarding, helps conversion rates and
reduces the cost of compliance.
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Capability 6: Instant Digital ConsentIn-call acceptance on terms in one click
Customer-facing agents are often required to read out terms and disclosures for regulatory
compliance, those calls risk error and are cumbersome for both agents and customers - damaging
the sales experience.
To remove the risk of agent errors and streamline compliance and improve customer experience,
businesses should replace these agent scripts with instant, in-call click acknowledgments of the
terms & conditions from any mobile device.
With instant digital consent, the customer can easily review and approve mobile-friendly terms and
disclosures on their cell phone with a single click – all in real-time without the need for the agent to
read out lengthy scripts. Instant digital consent reduces call time (AHT and ACW), provides a more
reliable audit trail and improves customer experience.
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Capability 7: Smart Workflow BuilderAccelerate sales cycles with automated workflows
Digitization enables better end-to-end orchestration of customer interactions. With automated
workflows, businesses can trigger customer or business actions such as forms, consent,
evidence collection and payments until the entire process is completed. This smart workflow
building slashes cycle time, reduces rework and ensures a fully compliant customer journey.
Smart workflows can be initiated by the customer from a website, portal, IVR, or from a call agent
to ensure each action is completed accurately before triggering the next action.
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Capability 8: Digital Storage & SecurityEnsure secure storage of any customer interaction
Secure digital document storage can simplify adherence to compliance, security and quality
guidelines. By capturing all customer interactions digitally, it is easier to audit and track customer
interactions. All documents are digitally stored and stamped with seals to ensure safe and secure
storage and quality control. Thanks to digitized contracts, supporting documents, consent forms
businesses can simplify audit and quality checks of their customer interactions.
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Summary: Digital Capabilities Drive Business ResultsTo sell and service today’s demanding customers, businesses must digitize and streamline their
customer journeys. In today’s business environment, customers are often required to complete
forms, sign forms, provide ID and supporting documents, pay and more.
But, because customers are on the go and have no patience for clunky processes, businesses
and customers are often left frustrated.
It is clear why digitally transforming customer journeys is a key executive directive. Thankfully,
robust digital customer-facing digital solutions provide the necessary capabilities to drive higher
completion rates, accelerated sales, better customer experience and simplified compliance.
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Copyright © 2019 Lightico.
275 7th Ave.New York, NY 10011www.lightico.com
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