Banking has changed drastically over the years. Today, you don’t have to drive to the bank and meet with a teller to make a withdrawal or move money from a checking to a savings account. Instead, you can use a secure app to take care of these menial tasks from the palm of your hand.
These features in online banking demonstrate just a few of the many ways customers feel satisfied by the convenience the digital world offers. Add automated customer service opportunities to online banking and it becomes even more advantageous — to both the customer and the business offering the service.
Let’s take a closer look at some of the benefits that come with adding automated online customer service options to online banking:
Seamless Communication Efforts
For most customers, instant communication provides immediate gratification. According to an Accenture Financial Services Banking Report, 49% of customers agreed that instant support is a key factor in building loyalty with a bank. Customers have always had the option to call into their banks to speak with a representative about an inquiry, but are oftentimes left on hold. With an instant online customer service option, customers can get the answers they need in real-time, whether from an agent, a chatbot or a knowledge base.
Preferred Way of Banking
Today, many consumers live in a fast-paced environment and expect as much convenience in their daily lives as they can get. According to PwC’s 2018 Digital Banking Consumer Survey “Mobile users set the agenda,” with 15% of customers preferring to utilize mobile banking and agreeing that most of their banking is done digitally.
Furthermore, a Gartner survey revealed that 44% of respondents choose their phones as the preferred device for resolving a problem with a company. Through customer service automation, banks can provide quick answers to customer questions on their preferred mobile channel, while saving valuable agent man hours for more challenging customer problems.
Personalization is Key
Automated customer service can make sure customers’ demand for speed aremet. One way to ensure this is by investing in a customer service CRM platform that understands the digital age as well as customer expectations. Kustomer, for example, has worked with companies to help them achieve efficient and effective customer service that enhances the overall customer experience. Using artificial intelligence and intelligent automation, Kustomer can transform online banking into an even more convenient option for consumers who want immediate service and total control of their personal finances on any channel they choose.