BLOG | Putting the U in Product

August 17, 2018 Stephane Cornille

 

This year, we made it our mission to listen more to the most important people in our world – that’s you, our customers. And with August almost over, we thought it was fitting to update you on our progress.

So far, we’ve collected your feedback at our Customer Roundtable, in our first ever Net Promoter Survey, and via our world-class Client Support team.  And we’ve put that feedback into building a product that works for you.

Here are just a few of the best bits we’ve been working on.

Autofill 
We heard over and over again that you wanted to make your customers’ onboarding journey lightning fast. In May, we announced Autofill. Like magic, our OCR (Optical Character Recognition) technology extracts the data from your user’s identity document and populates your form in seconds. The chance of a customer entering a name different from the one on their identity document is gone… and no more ducking autocorrect nightmares either. 

Global Focus 
With a team of 210 and 5 international offices, we’re no longer the little guys. We’re growing with you, and working hard to ensure you can onboard and verify new customers anywhere, anytime. Some new global product features include:

  • Honey, I shrunk the SDK! - Though it be but little, it is fierce – and still provides support for image validation. The core SDK is now as small as 3MB, with image validation brought in via the backend. And that’s not all. We’ve also modularised the SDK, so you can pick and choose which real-time image validation elements (and other advanced features) you want to include within your app.
  • Oui, c’est vrai, language localisation - We keep on adding new language support. You can now customise the SDK to onboard your Spanish and French customers, and more languages are on the way!
  • Chinese & Japanese character support: The sleeping tiger is awaking. We’ve added support for Chinese and Japanese characters for our compatriots in Asia and around the world. 

Of course, every great product needs a great service team – so we’ve been working with the team behind the tech, too.

Turnaround times
We’re on a tireless mission to decrease turnaround times. In the first 3 months of this year, we reduced average turnaround times by 4%. 

Trial process
We know that trials can be a pain. That’s why we now have a dedicated rapid response team to get you through the process quicker, and answer any questions you have along the way. We’ve also built a trial app (available on the Google Play and App stores) and have automated a large part of the  onboarding process through your client dashboard. It enables you to provide real-time feedback, invite colleagues, and get set up straight away.

Peak time performance
As you scale, you need us to scale with you. We’ve implemented new tools and processes to help efficiency distribute workload and meet demand in peak hours. 

 

To find out more about the improvements we’ve been making, check out the Onfido Outline. And we’re just getting started – the next Customer Satisfaction Survey will be coming your way later this summer. 

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