Financial institutions are under increasing pressure to retain and win back customers. According to the Ernst and Young Global Consumer Banking Survey, however, a third of banking customers have changed banks in the past ten years. Personal service creates a strong relationship with your banking service, but used to mean the teller at the local branch knew the names of all the customers who walked in. Today, most people struggle to remember the last time they spoke with a teller or even stepped inside a branch. As customers move towards self-service options and mobile channels, delivering a personalized customer experience takes more than a friendly teller. It takes being available on any channel, at any time, with the information they are looking for.
Leveraging cloud, and hybrid cloud platforms, banking, capital markets, wealth management and other business segments can optimize their contact center, self-service, and mobile customer experience while reducing operating costs, and increasing agent productivity. Here is how you can leverage both inbound and proactive outbound communications.
Voice is still the #1 preferred channel of interaction for the contact center. Interactive Voice Response (IVR) increases efficiencies, facilitates dynamic interaction with the caller, empowers customers to resolve inquiries quickly and easily.
- Easily deploy integrated, multichannel customer experience solutions, allowing customers to communicate using the channels they prefer.
- Gain the flexibility and scalability necessary to handle and route repetitive calls efficiently, such as calls to check a bank account balance, make a stock trade or wire funds.
- Capture accurate customer data to provide targeted, customized alerts and messages about new services and account changes for customers.
- Enable customers to gather information or complete transactions in a time and place that is convenient to them, empowering them to resolve their own inquiries quickly and easily.
Proactively reaching out to customers to communicate relevant information and answer questions before they are asked, reduces inbound inquiries.
- Send alerts and notifications of time-sensitive information such as card activations, balance status, account changes, and special offers.
- Increase payments by delivering personalized and relevant reminders and confirmations with the ability to provide a follow-up action, including a customer interaction from a live agent.
- Accelerate card fraud confirmation, investigation, and resolution through real-time, multichannel proactive communications.
- Increase loyalty program satisfaction by providing individualized communications that increase customer participation, retention and lifetime value.
With cost-effective self-service IVR and proactive communication solution for your contact center delivered through the cloud, financial organizations can save millions of dollars a year by providing relevant information quicker than a live agent can. To learn more on how to build personal customer relationships while improving your bottom line, register for our webinar on October 10th, Using Voice to Make Your Customer King.
In 2013, customers expect to have easy access to information from retailers – whether that is product information, customer service or incentives. In turn, businesses are presented with an opportunity to provide a personalized customer experience, increase engagement and ultimately, gain greater brand loyalty. So how do retailers capitalize on this? The answer is in your back pocket, literally: smartphones.
With 155.1 million people in the U.S. using smartphones, retailers that don’t take advantage of engaging with shoppers through their iPhones or Androids are missing out. And as it turns out, mobile may encourage consumers to spend more than their favorite shopping buddy. According to the Google Shopper Marketing Council, 79 percent of smartphone owners are smartphone shoppers and 1 in 3 shoppers are more likely to use their smartphone to find information instead of asking a store employee. The study also found that shoppers using their smartphones for:
- Price comparison (53 percent)
- Finding offers and promotions (39 percent)
- Finding locations of other stores (36 percent)
- Finding hours (35 percent)
In many cases, customers are more likely to seek further info on a product by pulling out their smartphone as they are to scour the aisles for a sales assistant to ask. If a customer is at her favorite clothing store, for example, and can’t easily find a sales assistant, they’re likely to turn to the retailer’s mobile app. To ensure a positive customer experience and Click here to read more »
Reality has kicked in for all businesses: having a mobile customer experience strategy is a must. As we’ve mentioned here before, a “360 degree” customer experience across all platforms will be crucial this year as customer expectations of mobile continue to rise.
That said, no one said a mobile customer experience would be easy. In a recent conversation on Twitter with Jeannie Walters, CEO and chief customer experience investigator of 360Connect, about improving the mobile customer experience, she said: mobile is huge. Context is everything. What customers do on mobile is not necessarily a carbon copy of what they do online.
Jeannie brings up an excellent point – there are many options and features businesses can use to design and personalize their mobile applications to make the customer experience specific to mobile, but which ones are the most important?
In my experience, I’ve found mobile features that will enable customers to visually interact and provide an on-the-go vocal element to improve and personalize the experience can be a Click here to read more »
Could you use a personal assistant? More than likely, you answered a resounding “YES.” Over the past few years, companies have recognized this desire and the need for hands-free assistance on mobile devices to help users complete tasks and enhance the customer experience (CX).
This is where voice-activated assistants come into play. They are setting the pace for both search and task-completion services on mobile devices. If all apps had mobile voice assistants, a user would be able to check their bank statement, order from a favorite restaurant and even check the score of the football game, all from a mobile device just by using their voice. These easy-to-use voice assistants can enhance how users interact with their phones and take productivity to a whole new level.
So why should businesses bother with a voice assistant?
- Get to know your customers – Voice assistants can provide businesses with detailed analytics on customer application behaviors to find out what kind of information users request the most. This can allow businesses to restructure their apps based on customer wants and needs.
- Time is precious – Many times, voice interactions allow users to get information and complete tasks in a more efficient manner than visual or touch interactions. When users are interacting with a company, they won’t wait forever to find the information they are looking for, therefore the time they spend with you is precious. Voice applications allow businesses to ensure each interaction with a customer is valuable and wisely spent.
- It (can be) easy – Using Lexee, anyone can quickly build a conversational, personalized voice solution for their mobile app by using a web-based “point and click” tool that doesn’t require a background in coding. Allowing businesses to sit in the cockpit and have the controls right at their finger tips also allows them to adjust and make changes whenever necessary.
A product like Lexee, gives businesses the ability to create a personalized voice assistant tailored to their customers. Providing users with the tools to verbally connect with a business through their own device only increases customer and business productivity in the long run.
Do you think that a voice assistant would be useful for your company? Let us know in the comments below!
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September has been crazy with mobile news with the iPhone 5 and iOS6 taking the lead.
Since mobile has been a big focus for us recently, we’ve enjoyed following and participating in the events and announcements from SpeechTEK to Dreamforce.
After all of these events and launches, we’re excited to see a few promising trends in the mobile space:
Mobile is powering transactions
You can’t ignore the fact that the mobile industry is evolving quickly. As devices and apps are constantly being introduced to the marketplace, mobile retail and transactions are quickly picking up speed. Mobile devices are executing more transactions daily with a projection that mobile sales may reach $10 billion this year according to KC Ifeanyi. Plus, Amazon’s new Kindle Fire makes purchasing content more intuitive and is considered “less a tablet and more of a tool for shopping,” according to Tim Stevens at Engadget. These features and snazzy new devices are paving the way for mobile transactions to continue to develop and improve for both consumers and businesses.
Businesses – it’s time to get involved with mobile
As customers become more attached to mobile devices, businesses are moving operations to mobile platforms with the goal of reaching more customers while simultaneously making their experience more enjoyable. Since customers are already on their phones, they are using more social channels to communicate with companies. “The social revolution is a trust revolution,” said Marc Benioff, CEO of Salesforce.com in his keynote at Dreamforce. Benioff explained the need for Click here to read more »