Financial services companies are under more pressure than ever before to both defend and gain market share, and with so many businesses in the sector citing ‘customer experience’ as a key focus, or USP in order to win customers, it’s more important than ever that we know exactly what that
Brands have never been under such pressure to keep up with their tech peers. But while some of the latest technologies may sound like they belong in a sci-fi film; the truth is they have the power to transform how you deliver your customer service.
In the face of fresh-faced fintechs, it’s essential that banks are doing all they can do to digitise their services and provide a truly competitive offer to challenger brands. So, what must banks bear in mind when looking to digitally transform their customer service?
RPA is hugely beneficial to commercial finance divisions, for example, where efficiency and cost-effectiveness is of paramount importance. And in such a heavily regulated industry, the technology also eliminates room for human error.
If brands are to stake their claims on customer loyalty – and attract more consumers through excellent customer service – it is vital that they understand who has responsibility for delivering second to none customer experiences.
Gone are the days of the “bank for life”: in a saturated and competitive marketplace; consumers know that power is rightfully in their hands, those who come across a more attractive offer or poor customer experience are more likely to switch providers than ever before.
Contact centre agents are on the frontline of customer service, acting as ambassadors for a brand. Having the right people and processes in place to handle customers is arguably the most important thing a business can do to get ahead and follow best practice.