Designing a Gentle Nudge:
PayFit's Feedback Box Enhancing Sign-Ups
Fast tracked users still had some questions after going through the funnel.
While PayFit's sales-less sign-up process was functioning well, it became clear that some form of communication was still necessary. Prospects often had lingering questions or doubts post-sign-up, which, if unaddressed, could impact their onboarding experience. The challenge was to establish a method of communication that was efficient, yet personalized, making the clients feel heard and understood.
Instant connection
By addressing the client's queries right at the start, onboarders were able to establish an instant rapport, making clients feel valued and heard.
Personalised Experience
The tool enabled a customized approach to each client's onboarding process, as onboarders were already informed about the client’s specific needs and concerns.
First-Hand problem solving
The onboarders could prioritize and address the most pressing issues for each client, enhancing problem-solving efficiency.
The design is simple yet effective
In designing the Feedback Box, we aimed to sprinkle a dash of delight into every interaction, ensuring that each user's experience is not just functional, but also joyfully engaging. Our design philosophy was all about creating those little moments of happiness and surprise, turning a simple feedback process into a delightful part of the user's journey. 🌟💬
Design and Placement
By placing it at the end of the funnel it allowed users to effortlessly voice their doubts during the sign-up process.
Purpose
The primary aim was to collect all user inquiries, so that when an onboarder began their interaction with the client, they were already equipped to address these concerns.
Conclusion and Outcomes
The Feedback Box initiative at PayFit illustrates the effectiveness of incorporating a communication tool in a sales-less environment. It not only made the onboarding process more efficient but also significantly enhanced client satisfaction by offering a personalized and attentive experience, proving to be a vital component in optimizing our sales-less sign-up strategy.
Improved Client Satisfaction
Clients appreciated the personalized attention, leading to a more satisfying onboarding experience.
Increased Onboarding Efficiency
The onboarders' ability to directly address client concerns from the outset streamlined the onboarding process.
Enhanced Sales-less Conversion
The Feedback Box supported the sales-less sign-up goal by resolving client queries without direct sales involvement, thereby maintaining the autonomy of the sign-up process.