It’s no secret that customer experience is incredibly important. This is even more of a big deal...
How to Enhance Your Client’s Digital Experience
The role of a financial advisor is centered around your client's digital experience. That's why it’s important to look at every interaction with your client through their eyes, even the digital ones. Whether collecting client information or executing a wealth planning strategy, you want to ensure every interaction adds value in some way. Digital tools allow you to communicate with your clients more easily and efficiently than ever before. But how do you ensure that these digital touch points are enhancing the client experience? Here are four ways which every advisor should consider when looking at how they use technology to connect with their clients:
Consider the Ease of Use
Before implementing any new digital platforms, you should assess how easy it will be for your clients to learn. Make sure the tool is intuitive for your clients to navigate. Clients shouldn't need to be tech-savvy in order to use any technology you integrate into your business. If it is difficult for them to use, they simply won't do it. It is also important to consider the devices your clients will access the platform from. Many people use their smartphones or tablets so it's important that the information or tools you provide them are easily accessible on these devices.
Explain What’s in It for the Client
When you introduce new technology to your clients, you need to be able to explain how adoption will benefit them. At the end of the day, your ultimate goal is to meet your client’s needs. The more you can connect the dots between how a digital tool will benefit your client and help them achieve their goals, the better your chance of getting them on board with using it and enhancing your client’s digital experience.
Use the Tool Regularly
When you use the tool regularly, your clients will become more comfortable with the process and start to expect it. The key here is consistency. What is the process for you and your team to utilize this new technology? How do you work it into your client interactions as much as possible?
Focus on Trust
Trust is the cornerstone of the client-advisor relationship. It is essential that you do your due diligence on the tools before you roll them out to your business and clients. When using a digital vault, select one that focuses on security. SideDrawer, for example, takes cybersecurity seriously and has created a highly secure way to share documents and send emails. You also need to make sure any content you send your clients is accurate and reliable. Using trusted content providers like HeyAdvisor allows you to have peace of mind knowing that you're sending accurate information.
Incorporating digital tools into your practice can significantly enhance your client's experience. Focusing on your clients' digital experience when adopting tools rather than solely operational wins will ensure you implement the right tools for your business.
SideDrawer is an API-based document management platform that improves the client experience around collaboration and organization for businesses of all sizes. The SideDrawer SaaS product is used by advisors, planners, executors and other professionals to securely collect and share sensitive client data and documents. SideDrawer’s infrastructure-agnostic APIs are truly scalable, allowing fintechs and enterprises to save significant development resources on non-core yet critical document management workflows. For more information, please visit www.sidedrawer.com.
HeyAdvisor is a digital content library that financial advisors leverage to connect with their clients. The highly engaging educational library of videos and infographics is white-labelled with advisor branding and can be integrated into email marketing campaigns, websites, client portals and social media. The intuitive library is grouped by life events making it easy to add value to the client relationship at times in their lives that matter most. Review our plans here.