Why a Frictionless Customer Experience Matters

Content sponsored by CPACharge

Your clients are likely accustomed to online billing and have come to expect a digital payment option for most transactions, to the point where it may be the deciding factor when choosing a firm. Because of this, adopting new technologies that better serve your clients may be necessary for your business's survival. In this article, we’ll explore what a frictionless client experience is, why it matters to you, and how it can boost your business. 

What is a frictionless customer experience? 

So what exactly makes a frictionless experience? Primarily fewer steps and simpler interactions. With one-click purchasing, for example, customers can avoid extra steps like adding to cart, adding payment information, and selecting shipping options. Instead, the customer can order exactly what they want and have it shipped right to their door with just a click. 

Similarly with automatic billing, clients don’t have to take time out of their day to manually pay bills, which can involve frustrating steps that create friction. Instead, they can quickly pay online anytime, anywhere, and continue with their day knowing that their bills will be handled without any extraneous activity. The key factors of a frictionless experience are convenience and simplicity, frequently through online solutions using the latest technology. 

Benefits beyond payments

By eliminating steps and reducing time spent on payment processing or tedious administrative tasks, accounting professionals can spend more on growing their businesses. You can also just as easily receive regular payments and feel less uncertainty about your cash flow when it’s easy for your clients to pay. 

But the benefits of removing friction from the customer journey go beyond just payments. One of the ways your business can facilitate a frictionless experience is through an established onboarding process, which can save time and reduce onboarding mistakes. Customize your forms, brand them, and have them ready in your business management system. A smooth onboarding process creates a positive first impression and establishes communication. You’ll retain more happy clients, and those satisfied clients are more likely to refer others to your business.

How reducing friction helps clients

These tools also greatly benefit your clients, who likely prefer to pay electronically. 84 percent of consumers say the ability to pay their bills by credit card is either “nice to have” or “must have,” and 74 percent of consumers say the same of debit card payments. It’s no surprise that online payments are the preferred method, as it makes it easier for clients to keep track of their records. They no longer have to print out confirmations and fill out books by hand, as they can manage their finances electronically and have all necessary documents instantly available to them. Additionally, the instant confirmation of online payments can alleviate stress, as clients won’t be worried about missed payments or past-due fees. Clients then feel empowered to pay in a way that works for them, in their own time. 

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