Your Industry Finance
Increasing engagement through reduced Customer Effort
Helping financial services firms achieve the right balance between compliance and engagement
Successful Customer Engagement has never been more critical for financial services firms – indeed a recent Gallup report found that ‘extremely satisfied’ web users are seven times more likely to be engaged with their bank than ‘less satisfied’ users. For mobile banking customers, the ratio was even more compelling with a 15x differential.
Financial services firms clearly then have a powerful motivator to optimise their multi-channel performance, however too many are still distracted by the need to meet increasingly tough regulatory and compliance requirements. This can make it hard to focus on delivering a high quality customer experience.
Whether in banking, insurance, investment or business support, financial services firms also have to deal with the evolving service expectations of today’s online, mobile and social network-enabled customers. Research suggests that customers tend to be more engaged with their financial services provider when they use multiple channels – both digital and non-digital – and traditional barriers to service in terms of customer effort are reduced.
Those that have already invested and simplified the actual experience offered to customers are finding their efforts rewarded by increased loyalty. Sabio, as a leading contact centre systems integrator, has a track record of success in delivering winning solutions for financial services firms – supporting all aspects of the customer contact process - from voice self-service solutions that shorten call times for customers to advanced speech analytics tools. Working with leading organisations such as BCW Group, BGL Group, Brewin Dolphin and DAS, Sabio has an in depth experience of the key issues impacting best practice customer service delivery in the financial services sector.