The financial services sector is a particularly dynamic environment, in which multiple challenges must be constantly addressed. In response to this scenario, companies must urgently adopt innovative technological tools that allow them to adapt to changes and gain a competitive advantage.
Currently, one of the main shareholder database challenges that these companies face is to improve the customer experience in order to obtain better results. In this article, we will see what are the keys to achieving this .
What it takes to deliver an excellent customer experience
Banking is considered a fairly conservative sector, but its traditional systems have been disrupted by the arrival of fintech. The rise of new technologies such as AI and machine learning is forcing organisations to rethink their internal functioning to prevent other competitors from overtaking them.
But these innovations are also affecting their relationship with consumers. Customer satisfaction is crucial to long-term success, and companies must take steps to boost it:
Fast service and 24/7 availability . If they want to remain competitive and retain their customers, companies will need to adopt an agile approach that offers digital banking services in a simple, flexible, fast and convenient way. They must also be able to provide access to their services at any time and from any location, allowing for quick queries or simple transactions. In this sector, this means promoting payment options in applications and allowing users to spend their money in different currencies.
Customer centricity . The consumer must be at the centre of all operations and companies in the sector are increasingly aware of this. In fact, according to a PWC report , 80% of fintech companies claim to have a fully customer-centric strategy. In comparison, in the banking sector, only 53% of companies have already adopted this approach.
The human component . One of the key requirements for delivering an excellent customer experience is communication. While it may seem counterintuitive in the digital age, in addition to multi-channel interactions, customers also want the option of being able to reach a person when they need to. With the right technology and tools, agents can better serve customers and focus on the issues that matter most.
Operational efficiency
In the third episode of our podcast, we mentioned that the latest technological innovations in the financial sector were aimed at increasing operational efficiency, as this directly impacts customer experience. The key to optimising business processes is “providing the right data at the right time”, as George Cox, Project Lead at redk, explains.
Businesses need a seamless, integrated system that brings all their information together in one place, like Zendesk offers . By making it possible for customers to access the information they need and resolve simple issues themselves, customers will be happier and, in turn, we will reduce the number of inquiries. This benefits agents, who can spend their time solving more complicated problems and leave the more repetitive and automated tasks to technology.
