We live in a world dominated by customers' demand for seamless, efficient service experiences from every organization they do business with. Our expectations of financial institutions are no different. In fact, expectations may be even higher. In recent years, consumer banking processes have been taken to new levels. Customers want to conduct their banking whenever, wherever and however they want—for example, they want to seamlessly move from a self-service check on a credit card statement to a live agent call in order to dispute a certain charge. This has placed convenience and exemplary customer service at the very top of customers’ banking wish lists.
It’s possible to make these customer wishes come true, and more, by leveraging cloud contact center technology. Cloud computing is ushering in a new era of banking and, as a result, is enabling customer service to be taken to new and exciting heights.
Because of the cloud’s agility and integration capabilities, banks will be better able to add or expand omnichannel solutions that provide harmonious customer care across any combination of voice, SMS, mobile, web and social channels. This allows customers to easily go from analyzing their checking account on the internet to asking questions about the statement through text messaging. Customers can text the financial services provider, follow up with an email and then speak to a contact center advisor without ever having to leave the conversation or repeat any information. A cloud platform makes these services more accessible and enables businesses to take advantage of continual technology updates and software releases.
It’s also easier for banks to now add best-of-breed applications at a lower cost through the cloud. You’ll be able to implement a flexible cloud solution without expending significant upfront capital or additional IT costs. So, your organization will be able to swiftly scale as needed if your business achieves growth. Bottom line: it’s paramount to pick a cloud contact center vendor whose network model supports capacity well in excess of peak call volume.
If banks do not realize the importance of setting themselves up for successful omnichannel interactions, they could lose out on major profits. Bank customers are increasingly moving toward mobile devices and social media. There has undoubtedly been a significant uplift in the number of people using mobile devices to manage their personal banking services.
Even more, one in ten customers is looking to speak and engage with financial services companies through social media—the volume of UK consumers aged 16 and over who wanted to engage with their bank over social media has jumped from three percent to 11 percent over the past couple of years, according to Aspect's research into consumer habits.
The demand for omnichannel customer service is indisputable. So, will your company look toward a cutting-edge cloud contact center solution to ensure customers receive more service options and a remarkable customer experience? Contact us using the form on this page to learn how Aspect can help.