A Digital Adoption Platform (DAP) is a software platform that simplifies the user experience and ensures competency on any software platform, website, or app to allow smooth software learning. Digital adoption platform software is built on top of other software products, applications, or websites and aids in the acceleration of competency by guiding users through important activities and offering interpretative and evaluative information as they traverse a product.
Digital adoption platform helps companies attract and retain customers by providing a seamless experience across many different software products, websites, and apps. The software platform provides users with immediate access to information and assistance when they need it, enabling users to complete key software functions with minimal interruption or guidance. Thus, below are some of the benefits of digital adoption platforms.
- Leads to customer retention– This is the key driver for customer satisfaction and overall customer retention. In addition to the numerous benefits of a digital adoption platform, such platforms enable customers to get the information they need when they need it, providing a better customer experience than traditional means. There is a direct correlation between the quality of a customer service experience and significantly lower customer churn. Users who receive a great experience with a digital adoption platform are more likely to stay with the brand and become loyal customers.
- Reduced onboarding time– Entering new users is a huge pain point for most new customers, and a digital adoption platform that helps users quickly master the basics of a new product can save companies significant time and money. This is one of the most important benefits of a digital adoption platform. It eliminates the repetitive and time-consuming steps new customers are required to take. New users can quickly and easily find the information and resources they need to get to know the product or service better.
- Reduced burden on IT support– The most obvious benefit of a digital adoption platform is that it reduces the burden on IT support. This reduces the time and cost required to support new users, which in turn reduces the time new users spend on the phone or in the web lobby and increases the time IT staff have to focus on higher-value projects. This also reduces the frequency of platform updates required, which saves IT staff time and frustration. User-friendly interfaces and automated support systems reduce the amount of training required, which reduces the amount of time it takes for a new user to become productive, which in turn reduces the strain on IT staff and the frequency of platform updates required which saves IT staff time and frustration.
- Improved software expertise– As the value of a digital adoption platform increases, users become more engrossed in their use of it, which means they spend more time using the software and therefore become more at home with it. This in turn means they become more accustomed to the software platform and are more likely to use it to its fullest, both becoming more productive and also becoming more familiar with the technology over time, which helps them become more comfortable with the technology over time and leads to better mastery of the platform. By becoming more comfortable with the software platform, users will also be more comfortable sharing their thoughts and ideas.
- Diminishing technological frustration– While the first iteration of digital adoption platforms was designed to help users learn the basics of a new product, technological frustration has proven to diminish over time. This means less time spent figuring out how to use a new product, and more time using it. When a problem occurs, users can immediately access help and support without requiring additional steps. An online support portal provides users with a central location to get help for their questions or issue, regardless of where they are located and the type of question they are asking. This is the key driver for customer satisfaction and overall customer retention as it eliminates the repetitive and time-consuming steps new users are required to take.
The benefits of a digital adoption platform are many. In fact, they are so numerous that it is difficult to list them all. A digital adoption platform has the ability to reduce costs, improve service, and enhance user experience. Ultimately, it is the reduction of friction that makes digital adoption platforms so powerful.