We are in the age of Experience Business. Customers no longer buy products or solutions. They buy experiences.
Form processes are an integral part of the customer approach and have a direct impact on the user experience. Today, your customers expect that they can complete every form and every step of the form process from any device - and are even impressed by it: when data is pre-filled in the form, integrated form processes are present, the form is cached and they are able to use their digital signatures.
Efficient forms processes save money. Relevant studies indicate that online transactions are:
- approx. 20 times cheaper than via telephone
- approx. 30 times cheaper than via post
- approx. 50 times cheaper than external customer service
The call centre agent or external customer service representative will always be an important point of contact for your customers on more complex topics. However, the right mix of online, telephone and personal customer service in conjunction with a 360 ° view of the customer will become increasingly more important in the future.
Good forms bring more business. It has been proven that long forms, repetitive fields and negative form experiences increase the rate of customer abandonment. Conversely, forms with good usability increase conversion.