In the DC region’s highly competitive financial services industry, banks must ensure customers enjoy an easy and efficient experience at each journey stage. There’s simply too much risk that poor experiences will tarnish the bank’s reputation, turn away customers, and harm the bottom line.
Today’s communications solutions and technologies empower banks to break down unnecessary walls between their internal processes and customers. With these barriers removed, banks have new freedom to increase transparency, build trust, and foster personal experiences that help them earn customers for life.
Engage in Meaningful Interactions Every Step of the Way
To engage each customer more effectively in the right way at the right time, banks must seamlessly blend digital and human interactions. According to McKinsey & Company, banks that shifted to a more integrated, multimedia approach to customer communications have had convincing results, including:
- Double the number of digital sales to customers
- Three times more success in cross-selling bank services
- A 40% increase in customer activities with the bank
- One bank even reduced its cost to serve customers by two-thirds.
How to deliver technology-driven Banking Experiences that streamline every step of the Customer Journey:
Make it Fast and Easy to Navigate the Process
Initiating a new loan application with a bank can be very intimidating for people, especially when it’s their first time making a significant purchase, such as a house. They’re unfamiliar with the bank’s processes or what will be required.
When customers can easily set up a new account online and apply for a mortgage in minutes, it helps alleviate stress. User-friendly online forms and virtual agents answering questions along the way can efficiently step customers through the application requirements.
To further accelerate the process, customers can upload supporting documents such as bank statements and identification documents without leaving the user interface.
Connect with Customers their Way
Even with the most intuitive online forms, helpful virtual agents, and proactive communications, your customers sometimes need the reassurance and conversational exchanges that a person can best provide.
While AI is fast and helpful, customers want to communicate using their preferred media, which can mean connecting with a human. Collaboration apps put personalized text, voice, and video communications with bank agents at your customers’ fingertips.
A conversation may start with a voice or video call. Those communications can be followed up with text and email messages that provide additional support and links to more information.
Provide Timely Updates and Guidance
As the loan application moves through the bank’s internal processes, it’s crucial to keep customers informed about its progress and help them take full advantage of technologies that further accelerate the process.
When customers instantly receive text or email notifications confirming their application has passed through each process stage, the bank builds confidence. When customers can track the status of their application in real-time through a secure online portal, that trust is further strengthened.
Providing support and guidance is essential. This support can include walking customers through the steps to provide electronic signatures and providing clear, easy-to-follow instructions to access the bank’s secure online portal.
Timely communications will help customers successfully navigate their digital interactions without a trip to the bank or triggering a delay in their application.
Deliver Exceptional Banking Services with TCI
When banks and other financial institutions dramatically simplify their services, they eliminate many of the unknowns and fears around banking processes for their customers.
TCI takes the same approach when helping its local customers choose, deploy, and integrate the communications solutions and technologies needed to deliver exceptional banking services. It’s one key reason DC Metro banks and financial institutions trust TCI to help make their customer experience vision a reality.
Together with our Mitel-powered financial services solutions, TCI provides everything required to deliver the seamless, personalized customer experiences described above, including:
- Secure, end-to-end Unified Communications services
- Contact center solutions that incorporate advanced technologies, such as Google Cloud Contact Center AI and desktop co-browsing capabilities
- Electronic signature solutions
- Biometrics solutions for secure identity verification
- Multimedia collaboration and meeting applications
- Integration of communications solutions with the third-party applications banks depend on
If your bank is looking for communications technology that will support your efforts to earn customers for life, contact TCI today at (703) 321-3030 or GetHelp@tcicomm.com.