DIGITAL ONBOARDING
How can CSPs avoid a digital onboarding disaster? Onboarding is one of the most important phases of a communication service provider’s (CSP’s) customer journey. It’s the first experience that a customer has with their service provider, and as we all know, first impressions count. In spite of this, it’s also one of the key areas where mistakes are made when a CSP decides to go digital. Here, Hamish White, CEO of telecoms software provider Mobilise reveals the common mistakes CSPs make when adopting a digital onboarding strategy, and how they can be avoided Digitalisation is sweeping across every industry, leaving customers with high expectations and meaning businesses must ensure a fast, frictionless and fully digital customer experience in order to succeed. Following the pandemic, digital experience is even more important. In fact, 68% of respondents to a survey conducted by CRM software provider Salesforce agreed that the pandemic has elevated their customers’ digital expectations. Meeting these expectations is important for any business, but for service providers the very companies responsible for providing, the connectivity we’ve all come to rely on, it is crucial.
Hamish White Mobilise
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VANILLAPLUS MAGAZINE ISSUE 1 I 2022
