Financial institutions (FIs) are updating and converting their customer-facing technologies on a regular basis to stay competitive. Banks alone are expected to invest almost $86 billion in technology by the end of 2022. Yet, technology changes can lead to disruptions for digital users.
While the IT and operations departments toil to put technology investment dollars to work, the frontline staff needs to be ready to support digital users during the transition. In fact, 30% of digital banking users will likely call into your contact center during a technology conversion. So, your service team needs to be ready for SOS signals from your customers and members.
Here are the top 5 ways to support digital users during banking technology conversions and updates.
1. Keep digital users online. Rather than disconnecting the user’s digital experience by forcing them to make an offline call, meet them where they are. FIs that can guide all users through digital properties seamlessly with OnScreen Collaboration tools, such as CoBrowsing. Contact center staff that uses these tools can retain satisfied customers and members within the FI’s digital ecosystems and reclaim 60% of would-be drop-offs.
2. Do more with less. Automation, along with a seamless communication platform such as Digital Customer Service (DCS), allows one single engagement with digital users without adding staff. In fact, FIs are able to support 3x the number of interactions with the same staff with DCS.
3. Resolve issues faster. If digital users have issues, they can be resolved 20% faster with collaborative tools, such as CoBrowsing, minimizing the number of confused and frustrated visitors. Without these tools to help guide discouraged users, contact centers will likely be inundated unnecessarily. As one institution shared with us, these tools were considered the steady backbone during their digital banking conversion.
4. Educate staff to guide digital users. Customer service team members who are ready to point users in the right direction are invaluable during these technology changes. Educate frontline staff early and collaborate on the best way to help users before and during transitions. Having the right toolbox for service representatives from the beginning not only makes it easier for the digital user but also for the institution’s frontline staff.
5. Leverage self-service. While FIs want to keep some live representatives standing by for any help that digital users need during technology updates, many users are quite happy utilizing self-service tools. Intelligent AI-driven virtual assistants prepared with common inquiries related to technology updates can address 90% of retail banking conversations, allaying many issues and even making digital transitions almost invisible to the end user.
Technology changes are ongoing and necessary for financial institutions to stay competitive. But, it can be challenging to hold onto digital users during these disruptions. In order to prepare and stay ahead of the customer experience when these changes happen, read the white paper, Retaining Customers Through Technology Conversions & Upgrades.
