Digital - Drop-off Behavior Analysis
Identify and address drop-off points in digital user journeys for improved conversions.
Business Problem Overview
Digital onboarding is a crucial part of the customer journey, and any drop-offs in the process can result in a loss of potential customers. To avoid this, organizations must proactively investigate why drop-offs occur and take immediate action to improve the process. By doing so, they can create a smooth and seamless onboarding experience that keeps customers engaged and satisfied.
Pain-points
- Feedback and interaction data usually do not reside in the same systems.
- The current tool is capable of displaying funnels for a single channel, but it does not support cross-channel analysis.
- Lack of diagnosis analysis to understand and identify the root cause for drop-off.
Business Solution
- Centralize all feedback and interaction data.
- Create comprehensive diagnostic analysis on the whole onboarding process, highlighting possible likely root causes for drop off.
- The analysis will adapt to evolving onboarding process.
Business value
- Better customer experience.
- Increase customer acquisition rates.
- Increased chance of customer reactivation.
