home Customer Experience Five ways banks can upgrade customer service offerings

Five ways banks can upgrade customer service offerings

Can you recall the last time you interacted with a bank teller? Chances are it’s been a while since most financial transactions are now completed digitally or via self-service channels.

This shift has resulted in banks focusing more on the experience they offer their customers. They need to be sure that transactions can be completed easily, securely, and at any time.

Meanwhile, banks are also pressured to reduce operational costs and extract the maximum value from their investments in associated technology. Any failure to achieve this could result in a hit to bottom-line performance.

Below are five key ways in which banks can enhance the experience they offer to their customers, increase the chance of attracting new ones, and keep a lid on operational costs.

  1. Deploy user-friendly technology:
    The need for banks to offer user-friendly technology to support self-service transactions has never been more critical. These include everything from ATMs with intuitive interfaces to Internet banking and mobile options.

    Customers are increasingly looking to take advantage of features like chatbots that provide 24/7 customer service. Well-configured bots can answer questions and assist with transactions without input from a staff member.

    Investing in user-friendly tools such as these benefits not only customers but also the bank itself. By providing robust self-service options, banks can reduce the number of calls to their contact centres and the need for in-person transactions.

  2. Provide personalised self-service:
    Treating customers as individuals and offering personalised options is also an essential part of enhancing their experience. For example, customers can choose to receive alerts for specific transactions, such as when their account balance falls below a pre-determined level or when an automated transaction has been completed. Such alerts help customers stay on top of their finances while lowering the chance of fraud.

    Another popular option is having the ability to set up automatic payments for bills. This allows customers to schedule recurring payments, saving them time and reducing the risk of missed payments.

    Banks can also provide personalised offers and recommendations to customers based on their transaction history and behaviour patterns. By analysing customer data, banks can identify trends and patterns in spending and offer targeted promotions and discounts on products and services.

  3. Offer financial education:
    Making good-quality educational resources available to customers is important when it comes to encouraging the use of self-service options. Some may hesitate to use them as they are unsure exactly how they work.

    Video tutorials are a particularly effective way of providing education on self-service options. They can feature step-by-step guides that are available on demand via a computer or mobile device.

  4. Work to streamline processes:
    Working to streamline self-service processes is also an important part of enhancing overall customer experiences. One way to achieve this is by offering pre-filled forms to customers.

    By reducing the time customers need to fill out forms, banks can provide a more efficient and convenient experience, leading to higher customer satisfaction. They can also streamline self-service processes by automating repetitive tasks.

    Through automation, banks can save time and resources, improve accuracy and consistency, and allow employees to focus on more strategic and value-adding activities. In addition, financial institutions can integrate self-service channels with other systems and applications to provide a seamless experience for customers.

  5. Deploy a network that can fully support digital banking:
    To support these customer service options, banks need a modern digital network capable of handling increased traffic. Having a reliable network is essential for ensuring that self-service banking remains fast, secure, and convenient.

    It is vital that networks also don’t have a single point of failure that can disrupt banking services. If one link experiences an issue, traffic must be automatically diverted to alternatives to maintain service levels.

Creating a compelling customer experience will remain important for banks as they continue to operate in a competitive environment. Investing in the required underlying infrastructure now will ensure service levels can be maintained and enhanced in the future.

Mina Mousa

Head of Systems Engineering Australia and New Zealand at Extreme Networks

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