If your bank does not already utilize digital customer engagement solutions like instant messaging and video teller chats, now is the time to consider doing so. Here are just a few reasons why your bank should invest in digital customer engagement for your website:
Increase Customer Volume
One good reason to incorporate digital customer engagement into your bank's business practices is to increase your customer base and the amount of business that your current customers do with you. If a customer wants to learn more about getting a second mortgage on their home or getting a loan for a new car, they want instant satisfaction.
They don't want to have to wait for an email reply or sit on the phone for an hour waiting for a customer service representative to become available. They should be able to log into your website and immediately speak to someone through instant message or video chat. Digital customer engagement can keep customers from fleeing to other banks that use such a system and will help attract new customers who are not getting the attention they want from their current banks.
Ensure Meaningful Engagement
With digital customer engagement in place, your employees will have an opportunity to engage with their customers more meaningfully. They can use their facial expressions and voice tones while on video chats with customers, which will help make communication more effective and enhance the relationship that your customers have with your business.
Instead of doing business online with nothing more than a computer and website interface, customers can do business face-to-face right from the comfort of their own homes. The more meaningful the engagement between your employees and customers is, the easier it will be to keep your customers around long-term.
Reduce Banking Mistakes
Your bank should also be able to reduce accounting mistakes when digital customer engagement solutions are in place. Customers will not have an opportunity to make mistakes like withdrawing too much money or transferring money to the wrong account because they won't have to do it themselves online. Instead, they can speak with a teller and the teller can ensure that any transaction they want to make is done properly.
When customers are unsure of how to complete a transaction, they will always have immediate support to rely on so they can get things done right the first time. The fewer mistakes that are made, the less money your bank will lose and the more satisfied your customers will be as time goes on.