Digital self-service improves CX and, at the same time, allows significant savings in terms of time and budget (for example, it minimizes the volume of calls to customer service centers). Directing more traffic to online touchpoints not only helps reduce the cost of service but also allows consumers to personalize their experiences. Thanks to artificial intelligence and machine iceland whatsapp resource learning applications, in fact, each interaction with customers increases the knowledge base available to bank employees and customers (the knowledge base can be connected to chatbots and search tools). By updating self-service modes with data from different company sources, users more easily find content that is truly useful to their specific needs (such as articles, infographics and explanatory videos) and gain greater confidence as they “navigate” between the proposals and services offered. Data-driven communication built on customer profiles is extremely effective right from the start of the journey, even during those crucial onboarding phases in which the premises of the future relationship with the bank are established.
What are self-service banking services? Some examples
A simplified customer experience that is constantly updated to meet new expectations is a customer experience that expresses an idea of change in which the customer dictates the direction and pace of the relationship. This particular concept of customer experience, in which ever greater space is given to the development of self-service tools for customer empowerment, is also establishing itself in a sector traditionally linked to in-person communications such as the financial sector.
Today, banks and other market players must respond promptly to urgent questions, explain complex processes clearly and concisely, and help customers deal with potentially stressful situations regarding their financial situation. Self-service services were born and developed to prevent the activities necessary to manage our finances from being experienced with anxiety and worry due to unreliable, frustrating, time-consuming customer services. Below we indicate the main solutions.