“If you make customers unhappy in the physical world, they might each tell 6 friends. If you make customers unhappy on the Internet, they can each tell 6,000 friends” – Jeff Bezos, CEO, Amazon.
The quote stresses on the importance of carving an enhanced customer experience. With the increased use of smartphones and improved internet speed, people are getting inclined towards digital form of everything whether it is shopping trendy outfits or booking tickets online.
Since healthcare and banking industries are dealing with people's lives and their financial assets, they need to be relatively slower while adopting the technological advancements. However, banking sector has traveled a long path from physical deposit of cheques to mobile and internet banking. The customer's quick adoption of banking applications and virtual money transactions have made technological ride less bumpy for the authorities.
The financial institutions are opening branches to confirm their presence and generate a loyal clientele across the globe. In expansion scenario, professionals find it difficult to maintain a proper flow of information between headquarter and branch offices. With deployment of a VoIP phone system, authorities can bring employees working at different locations on the same platform and in turn help personnel offer improvised customer experience.
To know which other ways bank professionals can use to retain their customers, read on:
- Optimized Usage of Channels: The increased internet speed has apparently opened different avenues for customers to contact bank professionals. The employees receive huge footfall for face to face interactions. Handling calls, accessing emails and providing satisfactory answers to the customers is taxing for workforce. The entire process becomes chaotic and as a result personnel's capability of offering quality services to customers is reduced to a great extent. The professional can manage this by giving access of different channels to customers to enable them to retrieve all the required basic information themselves.
- Secured Management of Stored Data: Storing confidential information is essential for any financial institution. The professionals can analyze data, rank customers and choose the same for cross-selling and up-selling products and services. With cyber-attacks becoming rampant, banking professionals are getting skeptical about security of the data. To secure internal and external exchange of information occurring through phone calls, authorities can invest in communication solutions tailored with tight encryption layers. For safeguarding interactions between branch office and headquarter, installing SOHO PBX with TLS and SRTP protocols is a smart move.
- Personalized Services: Digitalization has certainly connected customers virtually with the bank but humane interactions still hold importance. Replacing forums with live chat is an ideal way for gaining customers' trust and converting them in to brand advocates. By deploying this channel of communication, authorities build a sense of independence amongst the consumers, and hence, improve engagement.
There are many other methods that banks can try to improve their customers' experience. However, robust internal communication will always remain at the pinnacle of all these. Many solutions available in the market are equipped with the right mix of features, helping banks deliver improved services. IP-PBX, IP Phones, Gateways and SOHO Phone Systems form a major chunk of the required solution portfolio. To enquire how these systems can help you achieve a loyal customer base, please visit www.MatrixTeleSol.com or call on +91 9998755555. Matrix is a leading manufacturer of wide range of Telecom and Security solutions. All the devices are designed by keeping in mind the distinct needs of various industries.
