Tweaking Customer Facing Channels to Ensure Better Customer Experience

Banks have understood the importance of being customer-centric for a long time. With the introduction of new digital banking solutions, they are taking matching customer needs to a new level. After providing IVR on phone banking, they have now made their unmanned branches to every relevant corner of the city as self-service teller machines. Customer expectations are always evolving, and keeping track of them is imperative.
To stay ahead of their competitors, banks are introducing products and services which are customer-centric rather than means to make money quickly. This strategy has good dividends as customers stay loyal and advocate the professionalism of their banks to others. There are other benefits too, fewer people are required for customer service, and the usage of paper has reduced substantially. Bankers now look for people who can be effective at marketing and sales.
Ensuring optimal user experience 24/7
The secret ingredient for success seems to be enhancing customer experience. In the last few years, banks have been listening carefully to what their customers are saying and matching their expectations as far as possible. To ensure a progressively more significant number of customers have access to their services, banks have launched new digital services via mobile banking. Though, their self-payment machines have sustained popularity and continue to be a one-stop solution for today’s connected customers. Customers can’t think of visiting a branch for a few dollars; they simply don’t have the time to spare. This also means that self-service teller machines should be easy-to-use and quick in serving the customer’s needs.
Today’s new generations have been born amid this user-friendly technology and take it for granted that a bank’s services over the mobile or self-payment machines will be without a glitch. Unlike older generations now in their forties and fifties who would explain their issue to a customer service executive, today’s youngsters will Tweet their experience to their bank and ensure their connections know too.
Forecasting future trends and customer expectations
The best banks today have invested a lot in setting up automated teller machines across geographies. They have created multi-lingual user interfaces that enable customers to access a variety of services quickly and privately. The only thing that continues to be manual is replenishing the cash in the machine. Banks now study reports and forecast demand based on customer feedback and activities like usage patterns. This ensures the ATM management services are always performing at peak levels, and customers don’t leave empty-handed.
 Original Source : https://penzu.com/public/eb730eca 

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