Guidance for complex purchases – CX Tip of the Day

For complex steps like ID validation, shift your mindset from “making them verify” to “helping them secure.”

Frame the action not as your requirement, but as the final key that protects *their* purchase.

Instead of “ID verification required,” try: “Let’s quickly confirm it’s you to protect your new order.”

This turns a roadblock into a reassuring partnership.

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Stage: Acquisition and Conversion
Trend: Simplicity and Consistency in Messaging – Social driver: A growing focus on user-friendly verification, with convenience and privacy as priorities. Biometric and digital identity technologies set new standards for secure, seamless interactions.

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