Optimizing Customer Onboarding for Mobile through ID Capture

According to a Pew Research Center report, 46% of smartphone owners say their smartphone is something “they couldn’t live without.” That’s one reason why more customers now than ever before use their mobile devices to engage with businesses. And today, consumers are attempting to open new accounts and shop for goods and services almost exclusively using a mobile device.

However, onboarding customers that are using a mobile device has historically been a challenging process. Entering lengthy identity information used to verify a person on a mobile phone or tablet is cumbersome and often leads to form abandonment. Many times customers will abandon the account opening process on mobile and switch to another method or, even worse, not sign up at all. But, as consumers increasingly rely on their mobile devices for everyday tasks, the mobile UI needs more focus, especially when it comes to opening an account.

That’s why businesses need an identity verification solution designed specifically for onboarding customers that are using a mobile device to reduce friction. Next generation mobile onboarding solutions greatly simplify this process by leveraging the users’ smartphone camera to quickly capture a user’s driver’s license and leverage the information from the ID to initiate onboarding. Capturing and verifying an ID or driver’s license used to be thought of as a last resort and a time consuming process, but this is no longer the case.

During the onboarding process, when prompted, the user simply takes a photo of his or her photo ID or driver’s license using their mobile device. The organization’s automated onboarding application system then validates the ID and uses information contained on the card to pre-populate forms to enable faster onboarding. This makes it easier and more convenient for new customers to register, apply and open accounts.

Organizations have known for quite some time the need for a mobile-optimized website is a must-have in today’s digital world – today’s new challenge is enabling a frictionless, easy-to-use and fast onboarding platform for their customers. By utilizing an identity verification solution for onboarding that captures and pre-fills customer information within seconds, businesses will increase the number of customers opening accounts or attempting to purchasing goods and service – and dramatically reduce the time it takes to manually insert customer information.

The bottom line is that consumers are using their mobile devices for many things: opening and accessing financial accounts, purchasing goods and services and even accessing healthcare information. As businesses compete to earn consumers’ business, it’s important to note that something as simple as an inconvenient onboarding experience can drive consumers to take their business elsewhere.

To learn more about mobile onboarding and how it can be used to reduce customer friction, increase account openings and reduce onboard times, contact a representative at IDology today at (866) 520-1234.

 

IN THE NEWS

FRAUD REPORT CONFIRMS ROBUST IDENTITY VERIFICATION IS A STRATEGIC IMPERATIVE FOR CALL CENTERS

Christina Luttrell for Call Center Times

NEW RESEARCH

CONSUMER IDENTITY VERIFICATION PREFERENCES BY FINANCIAL INSTITUTION TYPE