CASHING IN
showcasing what they can achieve digitally and this is where banks need to adapt .
In banking , we see three different scenarios of customer service . The first one includes customers asking for an ad hoc service , such as blocking their credit card , wherein a call centre is active and supports the conversation . The second scenario involves ad hoc online consultations , which refer a prospect , who is interested in a product , to a website to conduct a quick consultation to find the right one .
The third scenario includes a scheduled online consultation with video calls for personal check-in ; these are more consultation related . However , these are not as accessible as one may think . The whole banking sector is amid a transition towards Digital Transformation and more conservative markets are slowly catching up .
Can you talk us through a few highlights of your 2021 Customer Banking Survey ?
In 2021 we conducted a banking survey wherein we questioned and surveyed 2,500 people across the DACH region
Mathias Holzinger , GM TeamViewer Austria
across all age groups . This region tends to be more traditional and less digital . One of the relevant findings from our survey indicated that customers still want to do the more complex banking tasks such as taking a loan or signing for a housebuilding project in-person at the branch . However , the dynamic of bank branch closures is hitting the desire customers have for banks .
What can banks do to create the same secure , trustful online experience similar to what they provided in the branch ?
Another finding highlighted the importance of customer service for the perception of customers in relation to loyalty . Customers need and expect professional help and customer service from a bank ; they want the bank to be there for them .
What are the consequences for banks that don ’ t invest in digital customer engagement services ?
Research shows that bad experiences or not state-of-the-art experiences drive customers away . Unfortunately , this is happening a lot faster than banks might imagine . At the end of the day , banks that don ’ t invest in digital customer engagement services will lose their competitive advantage in the market , eventually losing their customers .
What are some of the key elements required in a digital engagement platform ?
Firstly , engagement can happen in different ways and in different scenarios . For example , the scenario can include conducting voice and video calls or chat and text-based communication . Different ways of collaboration are needed for each situation . For instance , co-browsing to simplify access to the right form or document collaboration capabilities to review or fill out a contract together .
A good customer experience turns a customer into a fan .
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