Insights

Three problems associated with new customer onboarding for organisations in the UK are:

• Lack of Engagement: Traditional onboarding methods often fail to engage new customers effectively. Lengthy documents, text-heavy emails, and static presentations can be overwhelming and uninteresting, resulting in low engagement levels. This lack of engagement can lead to decreased customer understanding and retention of important information.

• Complex Processes: Onboarding processes can be complex, involving multiple steps, forms, and procedures. New customers may find it challenging to navigate through these processes, resulting in confusion and frustration. This can lead to errors, delays, and a negative overall experience.

• Limited Personalisation: Many organisations struggle to deliver personalised onboarding experiences to each new customer. Due to resource limitations or inefficient systems, customers often receive generic, one-size-fits-all onboarding materials. This can make it difficult for customers to relate to the information provided and understand how it applies specifically to their needs.

Interactive video can help overcome these problems in the following ways;

• Enhanced Engagement: Interactive videos provide an engaging and immersive experience for new customers. By incorporating interactive elements such as quizzes, surveys, and clickable hotspots, organisations can capture the attention of customers and encourage active participation. This dynamic and interactive format increases engagement and improves information retention.

• Simplified Processes: Interactive videos can guide new customers through complex onboarding processes in a step-by-step manner. By breaking down complex information into digestible segments and providing interactive decision points, organisations can help customers navigate through the onboarding journey more smoothly. This reduces confusion, improves comprehension, and minimises errors.

• Personalisation Opportunities: Interactive videos can be customised to deliver personalised onboarding experiences. Organisations can incorporate branching scenarios based on customer preferences or specific needs, allowing customers to explore relevant information at their own pace. This personalised approach helps customers connect with the content more effectively, increasing their understanding and satisfaction.