Onboarding

You've done the hard work of getting customers to sign up. Now you need to do everything you can to convince them to stay loyal. CSG can help.

Streamline the Onboarding Process

Great news—customers have just signed up for your service. But they aren’t always exactly sure what they’ve signed up for—or what they’re paying for. This leads them to call your contact center with billing or usage questions, increasing frustration for them, and for you.

CSG helps companies proactively answer common customer onboarding questions, streamlining the onboarding journey. This means higher customer satisfaction and lower call volumes—and a great experience for everyone. Our clients agree—CSG’s onboarding solutions have helped reduce churn by 29 percent in the first 90 days and reduce total calls by over 16 percent.


Increase Customer Satisfaction With Personalization

CSG’s onboarding solutions help you reduce churn and engage customers with personalized messages. Deliver timely and relevant information to new customers to confirm services ordered. Verify key account information, installation date and service agreement details. Use our onboarding videos to explain common account information like bill payment and device setupall with a personal touch.

Personalize the Experience

Show customers how to get the most out of your service with personalized explainer videos. We use real-time data from a customer’s account (name, product type, payment amount, etc.), so you can show them exactly what services they’ve signed up for.

Clearly Explain the First Bill

When customers don’t understand their bill, they call your contact center. Move from bill shock to bill awe with CSG’s personalized video bills. Answer common questions like how to read the first and second billing invoices, how bill cycles work, and what monthly charges are for.

Connect Your Channels

Make the journey from new customer to loyal customer as seamless as possible. CSG’s journey orchestration solution lets you manage all onboarding communications in one place. Automatically deliver installation reminders, bill explanations, welcome kits, surveys and more to the right customer at the right time.


Portfolio

Interactive Messaging

What defines good customer experience changes as frequently as the communication channels customers use. CSG can help you balance the demands of different customers in a way that’s scalable, affordable and effective.

CSG SmartVideo

Making a good first impression on customers has never been more critical. Use real-time, personalized videos to explain account information to new and existing customers—and make your brand stand out.

Journey Orchestration

Consumers expect seamless experiences across all touchpoints with brands they do business with. Orchestrate conversations that are consistent and relevant to the customer’s journey with CSG.


Resources

Explore

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Improving Mover Retention With Proactive Customer Engagement

eBook | 11.2 MB

Companies need to engage with customers before, during and after their movers’ journey—and they’ll need the right data and channels to do it. ...

Engaging Customer Experiences: The critical first 90 days and beyond

Video

Digital disrupters have reset the bar and fundamentally changed how companies engage their customers. Earning and keeping customer loyalty is a gro ...

The Journey of Strategic Business Communications

White Paper | 1.8 MB

Making communications seamless depends on bringing together technology, data, and process optimization. At CSG, we’ve revolutionized the traditio ...

CSG Omnichannel Messaging

Data Sheet | 1.4 MB

Customer communication has evolved rapidly as people have become more mobile and use more devices. Omni‐channel has become the new norm, and cust ...

The Rise of the Always Connected Customer

Brochure | 1.5 MB

In the past, you could only connect with customers over the phone, in a letter or on the screen. But today’s digital world has opened up endl ...

5 Reasons to Use Automated Surveys to Gauge Customer Satisfaction

White Paper | 3.0 MB

Everyone, from the C-Suite to the contact center, wants to make sure customers are happy. That’s hard to do if you don’t know what cust ...