RESULTS
Rolling Waves
Medium Friction
You can give yourself a pat on the back—you’ve invested effort into crafting a seamless customer journey and it shows! However, there are still a few areas to improve to really give your customers the smooth sailing they desire. (And make sure they won’t abandon ship for an FI that offers more.) Actively mapping out your customer journey and working to ease friction points is a great way to keep your customers happy.
Try this:
Once you’ve identified the top friction points you want to solve for, you can begin finding the right solution to solve them. This can be through a combination of people, process, and technology. Here are a few examples. If your customers:
- Have trouble finding the right person to speak to: A great solution might be appointment scheduling software. Embedded booking links distributed through various entry points can grant customers easy access to real humans through the channel that works for them. The right software can even automatically route a member to the advisor who’s most qualified to help them.
- Have to return for multiple follow-up appointments: Try capturing more info when customers book appointments so your staff is better equipped to serve them. You can also send email reminders to bring the right documentation so customers have everything they need to complete purchases efficiently.
- Have to repeat their story to multiple representatives: Capture more intake information by asking custom questions when customers book appointments, so any member of staff can access this info before serving them.
Check out our Appointment Scheduling Growth Guide for more tips to ease friction at every stage of the customer journey.
Want to dive even deeper?
Sign up to get bonus tips for FIs with your exact friction score, including a downloadable customer journey map template.
