October 19, 2023
5 min read

The Causes of Customer Friction & How to Solve in 2023

What Causes Customer Friction, & Why is it a Problem?

Identifying and addressing common causes of customer friction is crucial in improving customer satisfaction and retention rates. This has been an issue for businesses since the beginning of the digital age and remains a priority in 2023.

As the world continues to change at an unprecedented pace, companies must evolve their strategies to meet the evolving needs and preferences of their customers. In this article, we will explore the most common causes of customer friction, provide insights on how to solve these challenges in 2023, and introduce you to an innovative solution called Togggle, a decentralised KYC (Automated Know Your Customer) solution that can significantly improve the customer experience.

One of the most common causes of customer friction is the lack of a seamless and user-friendly digital experience. As more people become accustomed to shopping online and engaging with businesses through digital channels, it is essential that companies invest in the development of intuitive and responsive websites and mobile applications. To solve this issue in 2023, businesses must prioritise user experience (UX) design and ensure that their platforms are easy to navigate, visually appealing, and accessible across multiple devices.

Another common cause of customer friction is the slow and cumbersome onboarding process, which often involves lengthy registration forms, time-consuming verification processes, and multiple touch points with customer support teams. This can lead to frustration and impatience, driving potential customers to seek alternative solutions with less friction. In 2023, businesses can address this challenge by simplifying their onboarding processes and adopting innovative technologies like Togggle, a decentralized KYC solution that can streamline customer verification and reduce friction in the process. Togggle leverages cutting-edge technologies to enable secure and seamless identity verification, allowing businesses to onboard customers more efficiently while maintaining compliance with regulatory requirements.

Support Related Friction: Inefficient customer support is another common cause of customer friction. Customers often find themselves waiting for long periods to receive assistance, and when they finally do, the support they receive might not be satisfactory. To solve this problem in 2023, businesses must invest in improving their customer support services by adopting advanced technologies such as AI-powered chatbots, which can help them provide instant and accurate responses to customer inquiries. They should also train their support teams to be empathetic and proactive in their approach, ensuring that customers feel valued and heard.

Data Privacy Friction: Data privacy concerns have also become a significant cause of customer friction in recent years. With the rise of data breaches and cyberattacks, customers are increasingly wary of sharing their personal information with businesses. To alleviate these concerns in 2023, companies must implement robust data protection measures and be transparent about their data handling practices. This is where Togggle, the decentralised KYC solution, can play a crucial role. By leveraging the power of decentralised technology, Togggle ensures that customer data remains secure and private, giving customers the peace of mind they need when engaging with businesses online.

Payment Related Friction: Payment-related issues are another common cause of customer friction. These can include complex checkout processes, limited payment options, and slow transaction processing times. To overcome these challenges in 2023, businesses must optimise their payment processing systems and offer a wide range of payment options, including popular digital wallets and cryptocurrencies. This will not only reduce friction but also help attract a diverse customer base with varying payment preferences.

Communication Friction: Unclear or misleading communication can lead to customer friction and dissatisfaction. Customers need accurate and transparent information about products, services, pricing, and delivery to make informed decisions. In 2023, businesses must focus on improving their communication strategies by using clear, concise language and offering detailed, easy-to-understand explanations for any potential customer queries. This includes being transparent about the usage of innovative solutions like Togggle, which can help build trust with customers and demonstrate a commitment to their privacy and security.

Addressing the common causes of customer friction is essential for businesses to thrive in 2023 and beyond. By focusing on improving the digital experience, streamlining onboarding processes, enhancing customer support, prioritising data privacy, optimising payment systems, and maintaining clear communication, companies can effectively reduce friction and foster long-lasting customer relationships.

Integrating innovative solutions like Togggle, the decentralised Automated KYC platform, is a strategic move for businesses looking to solve these challenges. Togggle offers a seamless and secure identity verification process that can help accelerate customer onboarding, safeguard sensitive data, and ultimately build trust with customers. As we move forward into the future, businesses must continue to adapt and embrace new technologies that can help them overcome the common causes of customer friction and provide exceptional experiences to their clientele.

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