Have you ever wondered how many people are comfortable planning a funeral online?

Back in 2010, only 1 in 4 people felt comfortable. But our New Funeral Consumer study revealed that this number increased by 44% in a decade.

The study also revealed 7 different consumer types, some of which have even higher preferences for planning online.

>>>>>>For a quick refresher on the different consumer types, click here.

But how does each family prefer to use an online planning tool?

From filling out basic information to signing paperwork, an online planning tool can make the entire at-need process more convenient for everyone, even those who don’t understand its benefits yet. 😉

Let’s find out how! 👏

For the consumer who least prefers to plan online

Based on our study, 3 main consumer types are more traditional in their preferences when planning a funeral: Great Expectations, Faith and Family, and Hometowners.

These consumers prefer to plan in person with a funeral director. That could be due to this group skewing older (55+) or having high trust in funeral directors. Meeting in person allows them a place to ask the expert (you) questions and get answers face-to-face.

Though these consumers have a low preference for planning online, there are many ways these consumers can still use online planning tools. And they might be encouraged to plan a bit online, especially if they can use the majority of the arrangement conference to personalize the funeral.

Before the arrangement conference, they can do this online:

• Fill out basic information

• Start browsing and pinning merchandise

• Read help resources on the funeral process, grief, and healing

With these consumers, we recommend presenting the online option and offering support and guidance throughout the process. These families might surprise you with what they will complete before the arrangement conference. If they do fill out some information, it will be even better for you because you can focus on personalizing details, not just gathering basic information.

Families can do all these things with our online planning tool, Planning Center. 👏 They can also message you with any questions they might have along the way. Being able to contact you will help them feel supported because they’ll have quick access to you for any questions.

For the consumer who might plan online

Looking back at our study, 2 groups don’t feel any particular way about planning online: Distanced and Decided and Free Spirits. These consumers are a little less traditional in how they view funerals. They value independence when making their decisions surrounding a service.

On average, 35% of these consumers would be comfortable using online planning tools, so it is your job to step in and show them what they can do. Chances are these consumers will appreciate the convenience of making many decisions from the comfort of their homes. They are the perfect candidates for a blended approach, where they can plan as much as they want on their own before the arrangement conference while collaborating with you in other areas.

Here are some ideas to get them started with an online planning tool other than filling out basic information:

• Start browsing and pinning merchandise

• Upload photos for the service

• Work on the obituary

Similar to the consumers above, mention the benefits of online planning tools and how the family can plan from the comfort of home while staying connected with you every step of the way. Ultimately, the choice to plan a service online (even parts of it) is up to them, but it never hurts to ask!

For the consumer who prefers to do everything online

Our last two consumer types, Resolute Rookies and Future Funerals prefer to plan online more than the average, and their groups will only increase in number over the coming decades. These consumers are wildly independent and would prefer to explore, research, plan, customize, and finalize service details online. They are young and equipped to use online planning tools, so it is your job to give them exactly that!

Here’s a brief list of additional things they can do with an online planning tool before the arrangement conference:

• Write the obituary

• Sign documents electronically

• Select and pin unique merchandise

• Message back and forth and finalize details

• Make payments

In Passare’s Planning Center, there’s a lot more they can do, too, but feel confident they will figure all that out just fine. 😎 You are serving these consumers well when you allow them the space and freedom to plan in the way that they feel the most comfortable.

With these consumers, you might find that a lot of planning will be done and ready to go by the arrangement conference! And you can feel confident that you offered them the tools they wanted. Bravo! 👏

Online planning options for all consumers

Families are getting more comfortable planning online, and that number will grow. Are you prepared to meet them online?

Planning Center is a great option for reaching these consumers.

>>>>> Read this blog for more insight on how to introduce your families to Planning Center, when to invite them, and what to say.

It’s important to say that you’re not removed from the conversation by offering families online options. Instead, you are giving families choice with various planning options, whether in person or online. Plus, during the arrangement conference, it frees you up to be more intentional with their needs.

Hopefully, these tips will help you use an online planning tool to create a convenient blend of personal and online interactions for every family.

If you want to learn more about Planning Center, take a tour here.

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