FINAL WORD
3 . Do you have a customer portal that users can access independently ?
4 . Do you have a lengthy FAQ that could benefit from an AI ‘ bot ’?
5 . Do you already have digital resources that can be better leveraged ?
These are just some areas of your digital experience to consider . The theme is that customers expect to be able to access their accounts and all their functions at all times , and without the need for human intervention – until it ’ s needed . If your business can invest in technologies that make the customer experience more independent , it can reduce overhead and increase profit . If you can develop a good transition from technology to real humans where necessary , your customers won ’ t miss a thing .
Key strategies being implemented
Once you ’ ve defined your specific expectations for your business and customers , it ’ s time to develop a strategy to serve them best while maintaining a well-oiled internal machine . Here are some of the key strategies currently being implemented :
Websites
These are some specific trends you may see now :
1 . Increased digital adoption : people shifting to digital platforms for day-to-day needs
2 . Change in mobility patterns : less use of public transport , more remote working , etc .
3 . Change in purchasing behaviour : move to valuebased purchasing and online shopping . So how are these trends going to affect financial services ?
Expectations in financial services
The obvious expectation from customers in the current environment is that financial service companies will provide digital access to accounts and resources .
This digital self-service can take different forms and your business should consider what fits best . Focus on the outcomes you need and reflect on the following questions :
1 . Do you provide any services that absolutely require in-person contact ?
2 . Is your current digital presence adequate to inform your customers ?
In a new age of digital expectations , your website still acts as your business ’ front door , but it ’ s not enough anymore . Your business needs content , tools , applications and customer service that work together , all supported by accurate , actionable data . Customers are satisfied when they are empowered to manage their finances how and when they want , while at the same time they are able to count on expert advice and service when they need it . Ease of access while maintaining security should be a focus of financial service businesses .
Do your customers know where to go for key performance indicators , pay their bill , research an investment , view the latest press releases or laws and speak with a representative ? The more you can make your website interact with email , applications , text , social media and future innovations in a simple , smooth way , the more seamless and enjoyable your customer experience will be .
Self-service portals
The demand from customers to be able to access and transact with their financial accounts should be embraced by financial institutions . Self-service portals allow customers to do many things that once required an in-person meeting or phone call with a human and this trend will continue . Customers
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