In This Guide
Learn more about:
- The Importance of CX in Financial Services
- How Analytics Delivers Impactful CX Development
- Self-Service Solutions Meet the Need for Fast, 24/7 Service
- Why Friendly Customer Service Still Matters
- How to Guard Against Fraud
Read the Best Practice Guide to Uncover How:
The Digital Future is Here to Stay
76% of consumers report that the restrictions imposed by COVID-19 have led them to move into digital channels for products or services that were usually accessed in person. Because of the increased simplicity and convenience encountered when making the switch, 57% of consumers state that post-pandemic, this new behavior will persist.
Convenience Is King
Customers are seeking out fast, 24/7 service. When Sitel Group® asked consumers to consider the attributes that drive their loyalty to a brand in the financial services sector, speed was a priority – over half (53%) cited access to 24/7 service and 47% wanted fast service. Millennials place even greater emphasis on 24/7 service (58%).
Person-To-Person Experiences Boost Loyalty
While consumers are seeking out digital channels, they still tend to need person-to-person experiences to boost loyalty. Whether interacting via online chat, messaging, the phone or in person, what customers value more than any other factor relating to service is friendly staff – 55% of consumers rated it as the No. 1 driver of brand loyalty.
Approaches Fraud Management
Reviewing historic fraudulent activity reveals trends which can be used to build a constantly updated watch list. Contacts that meet the watch list criteria can then be flagged to agents for additional screening or routed to specialist teams trained to manage potentially fraudulent activity.