Members & Revenue · Onboarding & KYC
Repair the journey, don't remind the member
Most onboarding tools send another push. This one holds the KYC vendor, broker OAuth and payment tools, so when a journey stalls it fixes the cause — and only calls the member when a human actually has to.
Journeys stalled right now
6,400
Median unblock time
9 min
was 4 hours
Auto-repaired today
4,180
no human touched them
Handed to a human
268
document mismatches
Blockers, ranked by members stuck
Each row is a repair path, not a report line
| Blocker | Stuck now | Median age | Auto-fixed | Owner |
|---|---|---|---|---|
| KYC vendor callback timeout | 1,860 | 9m | 94% | @activate |
| PAN–Aadhaar name mismatch | 742 | 41m | 58% | @activate |
| Broker OAuth abandoned | 3,120 | 26m | 62% | @voice |
| Bank penny-drop failure | 410 | 88m | 31% | @resolve |
| Selfie/liveness rejected | 268 | 18m | 77% | @activate |
The repair sequence
What runs when a journey stalls past 20 minutes
- 1 · Diagnose — read the vendor response, not the member's screen. A timeout and a mismatch need opposite fixes.
- 2 · Repair in the background where possible — re-trigger the callback, re-queue the penny drop, refresh the broker token.
- 3 · Nudge with the answer — if the member must act, tell them exactly which field is wrong, in their language.
- 4 · Voice, then human — abandoned broker links get a 90-second call; document mismatches go to member ops with the field highlighted.
- 5 · Write it down — every touch lands on the member record and in CRM, so nobody repeats it.
What the first week should achieve
The only onboarding goal that predicts retention
Members who ask Stoxo three questions in week one churn at 2.1% in month one. Members who ask none churn at 19.4%. So activation is not measured in screens completed — it's measured in questions asked.
Asked 3+ Stoxo questions in week 134%
Completed one paper trade41%
Read one research note end to end28%
Linked a broker62%