Add a spouse option to self-service checkout
in progress
S
Stirgus CreditRepair
On the old sign up form, clients had the option to add a spouse. It is not available on self-checkout, meaning a couple has to sign up twice and put their card on file TWICE. This makes a client feel uncomfortable adding their card on file twice, along with making it confusing for us to know who their spouse is, if they sign up days later.
K
Keenan Jones
Merged in a post:
Couple's plan within self-sign up feature
S
Stirgus CreditRepair
Majority of consumers who enroll into a credit repair service, joins as a couple. We have a discounted payment plan, specifically for couples.
The issue is: The self-service feature only allows 1 person at a time to enroll. Which means the first spouse has to sign up, add their card on file and complete onboarding. THEN, spouse 2 has to do the same, as well as add a card on file AGAIN.
Conflict: This confuses clients, making them nervouse to add their card on file again for the second spouse. Then we have to cancel the subscription on the second spouse's side (which causes more confusion, because they will receive an email, stating their account is cancelled). We offer a $100/mo plan for indiviuals and $150/mo for couples. We do not wish to set the couples plan to "$75/mo", because then everyone would be selecting the cheaper plan, instead of reading it's for couples only. Plus, their card may reject the double billing of $75 each. Therefore, a single transaction of $150/mo is what we stick with.
Solution: Self-service should prompt leads into a page that asks "are you enrolling as an individual or couple?" Based on their answer, it should proceed them with the appropriate payment plan. If indivual, onboarding goes as normal. If couple plan is selected, it should alert the the initial spouse to complete onboarding as normal, then enter their spouse's name, email,phone, ssn, DOB, address, etc and should do two things:
- Automatically send the login credential/onboarding email to the second spouse, in case the initial spouse does not have the onboarding documents available at the time and this allows their spouse to finish up after work (since most couples enroll at seperate times, due to work schedules).
- (This is more ideal and saves time) Once the initial spouse is done with onboarding, the page resets and Allows the initial spouse to start onboarding for their spouse, in case they have all documents for their spouse. It should alert the initial spouse "if you do not know all of your spouse's info or have their documents in hand, an email was sent to them, to finish their enrollment at a later time". -This is similar to a credit application, to where you fill in your info, then the application says "all done, now let's complete everything for your spouse".
By improving this feature, the self checkout service would be 10x better and saves time on both ends!!!
K
Keenan Jones
marked this post as
in progress
S
Stirgus CreditRepair
Keenan Jones THANK YOU!! THIS WILL BE A HUGE IMPROVEMENT WITH ONBOARDING!
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Stirgus CreditRepair
Daniel Rosen Keenan Jones THIS IS A MUST!!
K
Keenan Jones
Merged in a post:
Add spouse option on self checkout feature
S
Stirgus CreditRepair
We are beginning to face a few concerns with the self checkout feature, not having the option to add a spouse (like the old CRC webform)-see attached.
BEFORE: Clients could select "add a spouse" and enter their spouse's info/email and only have to enter their card on file for services ONCE.
NOW (with self checkout): An individual would have to sign up, enter their card, complete onboarding, then go all the way back to the website and do this all back over again for their spouse.
Beating @Keenan to his questions:
WHY IS THIS A CONCERN/IMPORTANT?
- 90% of customers who enroll are married couples/trying to buy a home, therefore they both are in need of services.
- When couples enroll, we tell them they have to put their card on file again, when enrolling their spouse-but we will cancel the second subscription once the spouse enroll. This makes them feel worried, as if they will be paying the couples plan TWICE. Some couples have the initial spouse enroll first, then when they go back to enroll the other spouse, see they have to select a plan AGAIN, most of them stop and exit the screen (thinking they will be charged double).
- As you can see attached, our solo plan is $100/month and couples pay a discounted price of $150/both. Yes, we could change it to $75, but then the customer's card would be under two subscriptions and most bank will decline/fraud detect double billing, which is why we charge a total of $150 per couples, and deactivate the other subscription once the spouse enrolls (which is a inconvenience as well). This would also make solo clients sign up for the wrong plan, if they noticed one plan was $75 vs $100 (as many people do not read the details).
HOW SHOULD THIS BE DONE IN CRC?
- Just like the old CRC weblead form. Have an option to add spouse, select couple's plan ONCE and allow initial spouse to complete self checkout onboarding as normal. (And have a popup message that says your spouse onboarding has went to their email, please have them complete it).
- To REALLY automate this, allow the option to add a spouse. The initial spouse completes onboarding as normal, THEN AT THE END, the self check feature says "Ok, now let's complete your spouses enrollment", which allows them both to complete onboarding all in one screen. (or if not ready to complete spouses onboarding, then of course onboarding is still sent to the spouse's email as before).
S
Stirgus CreditRepair
Very important feature request Daniel Rosen Keenan Jones!
S
Stirgus CreditRepair
Take a look at Lexington Law's self service flow. It allows the consumer to add their spouse and sign up together. https://www.lexingtonlaw.com/signup
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Keenan Jones
Great to hear your perspective, Stirgus CreditRepair! I have a few more questions for you:
- What specific information needs to be collected for the spouse during the self-checkout process?
- Are there any legal or compliance considerations when adding a spouse to the account?
- How should the system handle cases where the spouse does not complete their part of the onboarding process?
S
Stirgus CreditRepair
Keenan Jones
- Same as the old CRC spouse option: Name, email, address, DOB, SSN.
- I would hope not? The old CRC weblead form does this still to this day, with no issues.
- From there, we can at least identify who the spouse is and follow up from there, with the main spouse..but as stated, onboarding could go to their email as normal, and we can advise the initial spouse about it.
Now I have a few more questions for you Keenan:
- Is there any plan to add this option to self check out? Was this ever thought of when making this feature?
- Is this something that CRC is working on adding to the self checkout feature?
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Troy Hitt
Stirgus CreditRepair and Keenan Jones this is the information needed for spouse to be added in new Self Service "Drop Down"
K
Keenan Jones
Merged in a post:
Adding spouse to self-checkout sign up form
S
Stirgus CreditRepair
The new self-checkout feature has been amazing. It fully automates the sign up process, by allowing customers to fully enroll and complete onboarding steps WITHOUT us manually sending an email.
However, we need a way for couples to sign up together, as the old sign up form had an option to "add a spouse". We have individual and couple's billing plans, so it is very important that couple's sign up together.
I understand this may be difficult for self checkout, as it's designed for only one person to enroll, but we need to think of a way we can at least build in a feature after the primary customer enrolls, to then enroll their spouse, so their accounts can be linked or tell us "who is who".
As of now, many married couple's sign up for our service overnight and the next morning, we have to call multiple people and ask who is their spouse, because they signed up at different times. This makes us sound very unprofessional and unorganized when we have to sort through multiple new leads and figure out which spouse belongs to who. When couple's enroll, they also have to complete the billing section twice (signing up two people) and they feel unsafe putting their card on file again for the spouse. We then have to go in and deactivate the billing for the spouse, so only 1 billing plan is activated for the couple.
K
Keenan Jones
Hello Stirgus CreditRepair! I have a few more questions for you:
- Can you provide more details on how you envision the linking of the primary customer and their spouse's accounts?
- What specific information would you like to capture for the spouse during the sign-up process?
- Could you elaborate on the billing process for couples? How would you like the system to handle billing for couples versus individuals?
S
Stirgus CreditRepair
Keenan Jones
Sure:
Can you provide more details on how you envision the linking of the primary customer and their spouse's accounts?-This isn't a major concern in my opionion, just a thought and at this time, I can not process possible options or brainstorm ideas. I'll circle back to this question later on.
What specific information would you like to capture for the spouse during the sign-up process?-Maybe an option on the self check form when clients are submitting their name/email, that says "add a spouse". Then once the primary account holder finishes their enrollment through self check, it automatically allows them to complete the enrollment for their spouse as well. (or sends the onboarding steps to their spouses's email).
This is just a general idea as i'm quickly thinking of something, CRC engineers will have a better idea im sure
.Could you elaborate on the billing process for couples? How would you like the system to handle billing for couples versus individuals?-As of now, Spouse #1 has to sign up for self checkout, select the couples payment, then add their card on file. THEN, spouse #2 has to also sign up for self checkout, select the couples payment plan again and add the card on file again.
It would be much easier and more trusted, if there was a way couple's can sign up all in one process, sort of like purchasing a plane ticket and you checkout once. Maybe have the option to add a spouse during the sign up on the self checkout form and from there, the self checkout feature allows them to enroll right after each other.
For example: Sign up>Add a spouse>spouse #1 onboarding>spouse #2 onboarding> complete.
And if spouse #2 isn't available, at least the onboarding email will already be sent to them, for later.
Before with the old sign up form, It would send us an email that says "you have a new lead" and in the email, it shows us who their spouse is.
Today, with self checkout, we can't search anything to figure out which spouse belongs to who. We just need something to help us navigate through leads and know which leads belong to each other.