Customers' expectation changes every day and their demands are becoming more and more specific. Industries, like banking, have to keep up with the pace.
Banking systems struggle to match the market requests and to anticipate customers' necessities, offering the digital service that fits better for them.
What do customers expect today from digital service assistance? Can industries satisfy consumers' demands? Are there sufficient solutions that suit this?
These questions are the origin of many researches that take place in these years and that bring companies to develop the best customer service possible, with the aim of satisfying their customers' requests. In fact, it takes 12 positive customer experiences to make up for one negative experience (Ruby Newell-Legner’s “Understanding Customers”).
When it's up to give to customers the best experience, multi-channel availability is fundamental, and the digital approach is elemental too.
Online customer service is no more an option...
In today’s digital, connected and tech-savvy world, online customer service is no longer an alternative, but a real need. Customers are coming to expect it, but they are very satisfied when they obtain what they want easily.
Virtual channels are primary when we have to build the perfect customer experience; in fact, this is what customers really look for. Many industries today focus on the offer of a multichannel service, to offer to their clients digital assistance when and where they want.
Furthermore, customers' expectation changes rapidly and it becomes always more difficult for industries to keep up with them.
...also for banks!
What we said above can become even more applicable in some specific environments, for example, utilities, financial services, telecommunications, where interactions and sales occur more on digital channels.
They must pay attention because poor service is the number one reason for leaving among customers who are “very sure” they’re leaving their bank. (Qualtrics, Banking Customer Experience Report)
A large number of financial service institutions have already implemented digital advice systems and have noticed the great benefit they obtained after a few time, together with the raising of the customers' satisfaction and loyalty.
Banks have to change also in order to keep up with the demands of their customers, and have to offer full digital support.
The average customer is used to self-service, and to make it work well it is necessary to provide a proactive approach. While reducing costs in order not to lose any competitiveness in the ever-changing market they are apart of banks today struggle to keep up with the service level required.
Remote advice service allows banks to offer particular advice and support to their customers, providing the service quality they would offer in face to face interactions. In this way, customers can ask for information and manage their financial situation without leaving their home.
Banking digital advice system works better if it is integrated with other capabilities, such as online appointment scheduler or collaborative tools like video chat, co-browsing, or document sharing.
The benefits a customer derives from digital advice, are tangible and effectively add value to the customer journey; it is the perfect combination of the pleasure of being attended to with personalised high-end service.
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