From Abandoned Carts to Loyal Customers: Rethinking the Onboarding Experience

Website abandonment is a silent revenue killer for online businesses. Whether it’s an unfinished checkout or a complicated verification step that drives users away, every moment of unnecessary friction can cost you customers. In e-commerce alone, nearly 70% of shopping carts are abandoned, and form abandonment rates soar to 81%. The problem isn’t the product, it’s the process. A clunky, high-friction user journey drives away even the most interested customers.

Onboarding shouldn’t be a roadblock, it should be a launchpad for engagement and conversion. But in industries where identity verification is critical for risk mitigation or compliance, complex or ineffective processes often drive users away before they even begin. That’s where Shufti comes in.

Shufti eliminates unnecessary onboarding friction in KYC with cutting-edge, AI-powered identity verification designed for instant accuracy and intuitive user experiences. Whether you need to verify users in seconds or onboard across devices and geographies, Shufti empowers your business to streamline every step without compromising on compliance or security.

Why Low-Friction CX Is Essential for Customer Onboarding

• First Impressions Are Everything
  88% of users won’t return after a frustrating experience. If your website is slow, unintuitive, or requires excessive steps, you’ve likely lost them.
• Faster Conversions, Higher Revenue
  Every extra second in the onboarding process can lead to frustration. A streamlined user journey can increase conversion rates by 35% or more.
• Reduced Customer Support Costs
  When the onboarding journey is intuitive, users rarely need to contact support. This means fewer tickets, faster resolution times, and measurable reductions in operational costs.
• Trust and Security Without Unnecessary Friction
  Industries like e-commerce and fintech can’t compromise on trust. But overly complex verification flows drive users away. Shufti’s industry-leading verification platform strikes a rare balance: enterprise-grade security with consumer-grade simplicity.

Our technology verifies users swiftly and accurately, so you protect your business while offering a CX that delights, not deters.

How Businesses Can Improve Their Onboarding Process

As subscription models across the industry continue to see explosive growth (e.g. Netflix, Spotify, or SaaS platforms), accurate identity management is critical. Without it, customers can’t count on seamless, secure, and personalized experiences.

When users can access their accounts across devices, manage their data preferences, and receive tailored content, they’re more likely to keep coming back. This is critical for growth, considering 37% of respondents in a KPMG survey said they have canceled at least one streaming service in the past six months due to tightening budgets. Apart from a positive user experience, identity verification supports secure payment processing, account recovery, and overall fraud prevention.

As demand for these seamless digital experiences continues to grow, organizations must maintain these standards as they expand, even as privacy regulations vary dramatically by region. Without strong, adaptable identity systems, companies risk poor user experiences, increased churn, and challenges in scaling their subscription models across borders.

Optimize Forms for Efficiency

Lengthy forms are a major contributor to abandonment. Studies show that simplifying forms can increase conversion rates by up to 160%. To make forms more effective, businesses should:

• Remove unnecessary fields
• Use smart features like autofill, predictive text, and AI-powered input suggestions
• Allow users to save progress and return late

Leverage Seamless Identity Verification

Traditional identity verification methods often require excessive manual input, document uploads, or long wait times. With Shufti’s AI-driven solutions, businesses can:

• Verify identities in seconds, not minutes
• Minimize drop-offs with fast pass rates and low false rejections
• Deliver mobile-first, multilingual verification flows that adapt to your users’ needs (in 150 languages!)

Speed Up the Checkout and Signup Process

Users abandon transactions when they encounter delays, excessive steps, or hidden fees. 48% of abandoned carts result from long or complicated checkout flows. To combat this, businesses should:

• Offer guest checkout options
• Enable one-click authentication methods for returning visitors
• Display real-time progress bars to reassure users

Test and Improve Continuously

Usability testing and heatmap analysis can help identify bottlenecks in the onboarding process. According to NNGroup, improving usability can double customer satisfaction and lower abandonment rates. Leading businesses treat customer experience as an evolving strategy that demands constant refinement and adapts with customer needs.

Conclusion

Website and form abandonment is a significant threat to online growth—but it’s also a major opportunity. By treating onboarding as a conversion catalyst, not just a compliance hurdle, businesses can improve acquisition, loyalty, and lifetime value.

At Shufti, we empower businesses to transform onboarding from a point of friction into a moment of trust.

Our modular, AI-driven identity solutions suite is built for speed, compliance, and effortless integration, so your users glide through onboarding and into your ecosystem with confidence. Whether you’re in fintech, e-commerce, or another industry that relies on secure and efficient user verification, Shufti helps ensure every legitimate user completes their journey with zero unnecessary friction.

Learn more about smart UX and CX strategies on Shufti’s podcast: Beyond Borders

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