Lessons for Banking, Financial Services and Insurance (BFSI) Businesses.
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Banking, Financial Services and Insurance (BFSI) businesses are always in the race to create the best experience possible for their customers, especially when they are making important financial decisions. With so many options available, quality service the barest minimum customers expect.
A real-world experiment was carried out among 238 applicants for consumer loans and the results showed a 16% increase in loan uptake when the applicants had an option for contacting an agent.
Another experiment with 219 participants showed that customers’ anxiety was significantly reduced, and their satisfaction boosted because they had access to a chat button when investing $100,000 even though, hear this; only a few of them actually used the chat button.
The message should be clear by now. Giving customers access to human contact and multiple options strengthens their confidence in their own decision making and in turn increases their trust in the business.
Giving customers access to human contact and multiple options strengthens their confidence in their own decision making and in turn increases their trust in the business.
With the increased adoption of digital cloud contact center solutions, businesses no longer need to worry about identifying and designing the perfect system for improving the human touch around their most important product offerings. Once the need has been identified, all the elements needed can be provided in a single unified solution.
Support all the channels your customers use to get in touch
Use automation for simple service requests and frequently asked questions
Smart routing to the ideal agent with full customer history and data
Point, click, deploy.
There is a research paper by Michelle A. Shell and Ryan W. Buellon on Mitigating the Negative Effects of Customer Anxiety Through Access to Human Contact that further expounds on this topic. You can read it for free here
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