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Recommendations when luanching the IDgo service

This article includes points worth considering when launching the IDgo service to maximize adoption and optimize the value your organization realizes.

    • Participate in a training session with the IDgo staff (~1 hour).
    • Have your staff review IDgo FAQs and ask their questions during the IDgo training session. Resources: IDgo training content + the IDgo Knowledge Base.
    • Decide on business rules related to using IDgo, e.g., how long does a mobile phone number need to be on file to be eligible for IDgo enrollment, is IDgo authentication sufficient for all transactions or do some transactions require more verification than just IDgo?

The following considerations tend to have an influence on the adoption rate of IDgo:

    • Decide on the specifics of the messaging to be used by staff with members to introduce IDgo, including how aggressively to pitch IDgo enrollment (“this is our new way we do authentication, here are the benefits, can I enroll you” approach) or more of a soft sell (“we have a new way of doing authentication, would you like to hear about it…”). Here are two examples of scripts that could be used by staff with members to introduce IDgo:
      • “We have a new authentication process called IDgo that uses the mobile telephone number we have on file for you to send a text message containing a link for you to complete a few simple verification steps.”
      • “We now have a new authentication method called IDgo that is more secure as it uses the mobile telephone number we have on file for you to eliminate the need to answer personal questions or share secrets. Would you like to enroll in IDgo, I can send you a text message to enroll, it takes just a minute and then next time you call in we can authenticate you using IDgo to save time and not have to ask personal questions.”
    • Decide which business groups and engagement channels will be using IDgo; most organizations introduce the use of IDgo by different groups and channels over time.
    • After training staff, have them practice with fellow staff to gain confidence.
    • Consider conducting contests to give agents incentives for enrollments. The contests can be individual or group incentive based.
    • We consistently see ~80% of calls being made by ~10% of members, so if there is a way to identify “frequent callers” to your contact center, focus IDgo enrollment on these members as you launch to realize value quickly.