Aligning customer service for banking with that of online-only businesses
Our digital channel expertise allows our banking clients to provide quality customer service that matches or exceeds best-in-class.
The last 10 years have seen a remodelling of how banks and credit providers do business – fewer physical locations/branches and an increasing reliance on online activity. Partly this is to cut costs but also to respond to the ways their customers choose to manage their finances. However, one problem is that their online customer service doesn’t always match that of online-only businesses, who have many more years’ experience in digital.
Therefore an expert partner can help to optimise the online customer experience, and facilitate the transition of customers to these new services while helping to protect market share.
CCA International is an expert in managing customer interactions on digital channels such as live chat, click-to-call, click-to-video and social media, and also in converting digital interactions into sales opportunities. Beyond this, we also monitor not just the financial sector but all online brands to benchmark best-in-class online customer service.
Social media monitoring is used to identify “leads” – customers who may be looking to change or open an account, get a loan, etc. These leads are fed to community managers who will look to steer customers to the relevant website for a quote or to sign up. Social media monitoring also allows us to get real-time feedback on campaigns, offers and products to provide strategic recommendations, and manage detractors and issues.
This is how the online-only businesses do it, and how it should be for the finance sector. CCA International can help banks get there.