Bank cenderung mengambil sikap hati-hati ketika datang untuk mengadopsi teknologi baru untuk berkomunikasi dengan pelanggan mereka. Mengingat sensitifitas data mereka, tidak mengherankan jika lembaga keuangan berhati-hati saat memperkenalkan saluran komunikasi baru kepada pelanggan mereka.
Banks tend to play it safe when it comes to adopting new technology to communicate with their customers. When you consider the sensitivity of their data it’s no surprise that financial institutions are cautious when introducing new communication channels to their customers. However, as JD Power observed in its 2017 U.S. Retail Banking Satisfaction Study, “[Customers] want to choose when, where, and how they conduct their banking, and banks must continue to meet that need by offering consistent, tailored experiences regardless of the channel.” This means that now more than ever, banks and financial institutions need to offer myriad communication options for their customers to support this desire for choice while continuing to keep their information secure.
Here are three popular communication channels that have been adopted by banks to support customers’ desire for choice:
Asisten Virtual
Baru-baru ini banyak bank telah memperkenalkan Asisten Virtual ke dalam penawaran perbankan online mereka sebagai sarana berkomunikasi dengan dan membantu pelanggan. Misalnya, pada bulan Juni Bank of America merilis chatbot berbasis AI bernama Erica. Pikirkan Siri tetapi alih-alih memberikan petunjuk ke Starbucks terdekat, Erica dapat membantu Anda mencari transaksi Anda, memeriksa saldo akun Anda, dan menemukan nomor perutean Anda. Mengelola keuangan Anda bisa menjadi stres dan membaca FAQ bank untuk menemukan jawaban atas pertanyaan uang Anda yang mendesak hanya dapat memperburuknya. Baik itu Erica dari Bank of America, Ally Assist dari Ally Bank, atau Amy dari HSBC, asisten virtual pada aplikasi keuangan dan perbankan membuka jalur komunikasi yang mudah dan langsung dengan pelanggan yang terasa akrab meskipun didukung oleh AI.
Pembayaran Seluler Peer-to-Peer yang Efisien
Email isn’t a new method of communication for banks, however, it is one that requires constant upkeep and management. Whether it’s a transactional email regarding a customer’s specific account or an email marketing blast delivered to hundreds of thousands of people, messages from financial institutions need to be on time and secure. Many financial institutions have been able to achieve this by migrating from physical data centers to the cloud. Not only does the cloud allow for greater scalability but also helps ensure greater levels of cybersecurity. As email continues to prevail as one of the leading ways companies (financial or otherwise) communicate with their customers it’s important that financial institutions continue to evaluate the technological infrastructure of their email delivery.
For an industry that tends to play it safe when adopting new technology, these three methods of communication have made it easier for financial services to provide a richer and more satisfying customer experience.
