How to Enable a Digital Banking Strategy With Cloud?
The COVID-19 pandemic has had a lasting impact on how customers interact with their banks. Customers still need help — card services, student loan assistance, deposit notifications, mortgage refinancing and more — but are often limited to using digital channels in place of in-person visits to their local branch.
If you work for a financial institution that has struggled to keep pace with all this change, you’re not alone. Issues of scale and security have resulted in disjointed user experiences across voice and digital interactions because of ad hoc implementations. Larger financial institutions with different lines of business have the additional challenge of providing a consumer experience that’s consistent across all business lines.
Solutif want to share with you two critical factors required for successful digital engagements in banking and financial scenarios from the perspective of a Genesys Cloud CX™ user.
Deploy with Customer Use Cases as the Foundation
Solutif collaborating with Genesys deploys digital channels with Genesys Cloud CX using a proven use-case approach that begins with your customers’ outcomes in mind. This approach lets you roll out digital engagement tactics in combination with each other or one at a time. This eases the adoption process on employees and minimizes risk to the organization.
Most importantly, you’ll match the expectations of today’s banking consumers and how they want to interact with you — digitally or not at all.
Walk, Then Run, Then Fly
Start by building confidence in routing simple chat interactions to agents. Depending on your scenario, that could mean letting customers initiate contact with one of your agents through your website regarding card services, customer resolution processes or new account onboarding activities.
When that part becomes second nature, think about adding co-browse so your customers can click a “Share now” button to show agents what’s delaying their progress. These are just two of many possible options you can tackle in the “run” phase.
When you’re ready to take it to the next level, roll out predictive engagement using artificial intelligence (AI) to understand when a customer is about to abandon your website. At this point, your agents can proactively reach out and turn that person into a happy, loyal customer. It’s at this point that you can truly deliver empathy in your digital channels and start “flying.”
While adding new digital channels and AI to your organization might seem daunting, it’s really not. Especially when you partner with experts like our Customer Success Managers. Just look how easily TSB Bank digitized its customer experience to decrease abandon rates by 20% and maintain a Net Promoter Score (NPS) of over 71 during the COVID-19 pandemic.