Improving Customer Service in the Age of Digital Disruption
The growth of mobile and digital channels is reshaping customer service organizations as financial service companies adapt to improve customer experience while ensuring regulatory compliance and improving operational efficiency. From email to the call center to social media, customers expect high quality service in their channels of choice and firms must be prepared to deliver.
Financial services firms have four key opportunities to improve customer service engagement through:
- Customer Self Service – Customers look to digital channels to manage their accounts in real-time. Financial organizations must enable processes that allow customers to request and fulfil common activities without having to engage call center or branch personnel.
- Employee customer service excellence – Whether in the branch, customer call center or any channel, employees must be able to meet customer needs in real-time and ensure a great customer experience. Firms must empower their employees to produce relevant, personalized communications, across all channels.
- Operational Efficiencies – Often, firms have multiple systems responsible for creating and sending customer communications that include emails, statements and other correspondence. In many cases these disparate silos include outsourced systems supported by third party service bureaus. Financial firms can improve efficiency and reduce costs by centralizing and automating customer engagement across all digital and offline channels through a single enterprise platform.
- Regulatory Compliance – As the need to engage effectively across channels grows and with new regulations being updated daily, financial firms must ensure compliance in communications. It’s essential that all customer communications across channels are on-brand, properly controlled and compliant.
Join us for this 60-minute webinar to learn more about the rapidly-changing trends in customer needs and demands, and to learn how financial enterprises can meet these requirements while shifting their focus from simply managing channels to providing meaningful customer experiences and on developing relationships. In addition, during this webinar, you'll find out how financial services firms can re-engineer their communications delivery to drive customer engagement, lower operational costs and meet regulatory mandates.