Multi-Channel Onboarding¶
Definition¶
Enabling eKYC verification across multiple channels — mobile app, web browser, branch with tablet, agent-assisted remote, and hybrid flows where a user starts on one channel and completes on another.
Channel Comparison¶
| Channel | UX | Security | Reach | Cost |
|---|---|---|---|---|
| Native mobile app | ⭐⭐⭐⭐⭐ | ⭐⭐⭐⭐⭐ | Smartphone owners only | Low |
| Mobile web | ⭐⭐⭐ | ⭐⭐⭐ | Any phone with browser | Low |
| Desktop web | ⭐⭐ | ⭐⭐ | Laptop/desktop users | Low |
| Branch tablet | ⭐⭐⭐⭐ | ⭐⭐⭐⭐ | Walk-in customers | Medium |
| Agent-assisted | ⭐⭐⭐ | ⭐⭐⭐ | Phone-based assistance | High |
| Video KYC | ⭐⭐⭐ | ⭐⭐⭐⭐ | Anyone with video capability | High |
Key Takeaways¶
Summary
- Mobile app is optimal but not universal — web and agent channels extend reach
- Hybrid flows (start web → complete mobile) increase flexibility
- Agent-assisted eKYC bridges the gap for users who struggle with technology
- Each channel needs appropriate security measures — web is inherently less secure than native