The Benefits of Using Customer Experience Software in Banking
Taylor Pettis March 10th, 2021
These days, it’s hard to find people who don’t use advanced technology. Everyone is on their smartphone daily. Businesses of all industries have learned to take advantage of global digital connectivity.
When it comes to banking, there’s no exception. For example, experts recognize that the world’s largest banks are taking Artificial Intelligence (AI) technology more seriously than ever before. In other words, the future is here for customer experience software in banking.
If you handle banking operations for your business, your eyes must be set to what’s next so you can help your company evolve and keep up, or perhaps even overtake your competitors. That’s why it’s time for you to invest in a modern customer experience solution that suits your bank’s needs.
10 Advantages of Using a Banking CX Software
Here are 10 ways you can enhance your bank’s operations through a customer experience solution and how it can help you achieve compliance in financial documents.
1. Don’t Underestimate The Value of Speed
In today’s bustling world, your customers won’t want to wait forever for a banking transaction. Instead, they want to know that you value their time and energy since, after all, you understand that time is money.
When it comes to customer experience in banking, it’s important that you consider the benefits of speedy transactions, because your customers certainly will. If you want to boost your bank’s reputation, you’ll make sure your software solution optimizes simple transactions and prioritizes efficiency.
2. Your Employees Will Thrive
Don’t forget about your employees’ part in building a superior customer experience in your banking. You might be surprised to find how grateful they are for specialized software that makes their job easier. For one thing, it would allow them to focus on customer interaction more.
After all, there’s a verifiable link between bad customer service and a high rate of employee turnover. If your employees are struggling with your outdated software system, you can expect it to affect their customer service skills in a negative way. Instead, give both your customers and your employees the satisfaction of modern customer experience software built for banking that makes everyone’s life easier.
3. Mobile-Friendly Banking Is In High Demand
One thing to consider when it comes to CX banking software is mobile integration. For hours each day, three and a half on average in 2021, we’re glued to our smartphones throughout both our personal and professional lives.
If you want to stay ahead of your banking competitors in your locale or region, you’ll take mobile banking seriously. Customers will love the option to handle simple banking transactions from the comfort of their own homes.
4. Live Chat Provides Immediate Customer Interaction
Even the best customer experience management solution for banking can’t replace human interaction. If anything, it enhances the overall experience (or at least, it should).
Your employees should be able to directly communicate with customers who have serious questions or concerns, and they can use your optimized banking software solution through live chat. This allows customer interactions to remain convenient since they can contact you from anywhere.
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5. Be Willing To Invite Customer Feedback
An important benefit of customer experience software in banking is providing your customers with an outlet for their perspectives. Their business is the lifeline of your bank’s profit margins, thus their feedback impacts your bottom line.
Consider this intimidating statistic: 33% of Americans will switch companies after a single negative customer service experience.
If you want to avoid as many negative customer experiences as possible, you need to listen to them. Banking CX software meets that need by providing customers with a direct channel to offer comments and concerns regarding their experience.
6. Trust Your Customers With a Self-Service Option
As mentioned above, it’s important to value your customers’ time. Leverage your bank’s customer experience software to offer a self-service option. They’ll appreciate your respect for their ability to handle simple transactions on their own, and your employees will be able to dedicate care to the issues that go beyond self-service.
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7. Your Employees Will Have More Time For Customer Interaction
When you have an optimized customer experience system handling the mundane aspects of banking, genuine human connectivity will increase. You’ll find your employees interacting with your customers more often and with a friendlier demeanor. Every customer interaction is an irreplaceable asset.
8. Analytic Data Will Help You Strategize For The Future
CX software for banking generates analytic data to help you see what customer experience strategies are successful. Make sure you consider the ones that aren’t working, too. That way, you can tweak them to be more successful in the future.
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9. Support Your Social Media Marketing Campaign
On top of that, the analytic data can power your social media marketing techniques and help you reach your bank’s target audience. Modern CX software has the capability to integrate directly with those social networks. Automating those processes will save your marketing team a lot of time.
10. Your Bank Will Increase Its Overall Productivity
At the end of the day, you care about productivity and profit and a proper customer experience solution for banking will only enhance those results. In the long run, you’ll cultivate an overall brand loyalty from your customers. That brand loyalty is a priceless asset if you want your bank to stay competitive.
Achieve Complience Using Banking Customer Experience Software
Rules and regulations are ever-shifting in the banking industry, which can place heavy demands on banks tasked with tracking and responding to these changes all on their own. With no room for error in financial documents, you want to be sure you are delivering all of the correct materials, presented precisely as standards dictate.
You also want to be able to keep these documents handy and accessible for when clients request them. The right logo placement, fields, margins, and terms and conditions are all important to avoid consequences (ranging from the very serious – regulatory enforcement – to the less serious – using the old logo on a new document and confusing customers). How can banks keep static documents saved and secure from accidental changes?
STEP ONE: STAY ORGANIZED
Asset management is tough enough as it is. Staying on top of regulatory standards and changes as they come in is yet another responsibility. If you can manage to get the documents you need, and have them written and formatted as they are supposed to be, is there any best way to make sure that your hard work doesn’t become misplaced or overwritten?
Customer experience software for banking provides a document repository with search capability to ensure that your documents can easily be retrieved at any time. Import your saved templates and folders into a cloud server and have all of your communications in one place.
STEP TWO: STAY SECURE
Some banks still keep a healthy supply of physical records from years past. They are tangible, and so they are easy to manage in terms of knowing what you have. But they arealso bulky, and you have to keep them somewhere. Are physical records better than digital?
Static versions of different documents can be stored in your customer experience software and protected from any unauthorized edits, giving digital storage essentially the same function as paper: the documents are non-editable and can be stored for years. Digital files can be better organized and more accessible than physical files. In fact, they are even safer from change, damage, or loss when backed up in the cloud.
STEP THREE: REMAIN CALM
The stress of dealing with compliance issues can be greatly reduced by a system that stores completed documents for you. Customer experience software for banking seeks to do just that: manage your high-importance documents in a way that is safe and navigable.
Rather than flipping through expanding file folders for hours to find an old statement or legal document, use the built-in search function in the CX platform and find what you’re looking for in seconds. And instead of storing completed documents alongside drafts and older versions, keep them safe in a group of completed, noneditable documents, so you won’t have to worry about producing copies whenever the client asks.
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Invest In The Customer Experience Software For Banking
After reading this article, you should have a pretty good understanding of the benefits that customer experience software for banking can bring. In today’s Digital Age, you can’t overestimate the value of high-quality customer service. If you invest in a state-of-the-art platform, you’ll notice that your business’s average customer experience will soar.
In other words, why wouldn’t you take advantage of CX software for banking? It’s a fact that your competitors in the banking industry are doing just that. If you want to stay ahead of the game, you need to seriously consider a banking software solution.
After all, you deserve the peace of mind that comes from knowing you’re making the most of your investments. It’s true that there are a lot of ins and outs to navigate when it comes to banking software. It’s a good idea to take the time and consider what solution would suit your bank.
In fact, that’s where we can help you. We prioritize bringing the ultimate banking software solutions to our clients.
We value maintaining high-quality customer service at the same time, too. That’s why we encourage you to research our banking customer experience solution on our website today.