Within financial services, the pressure to meet rising customer expectations has never been higher. In fact, research shows that a third of customers would stop doing business with a brand they loved after just a single bad experience.
When it comes to the Contact Centre, customers today expect seamless, responsive support across every channel. Customers want to move effortlessly between voice, email, chat and social media, without having to repeat themselves or start again. However, meeting the demands of customers and delivering a consistently high-quality service across every channel remains a challenge for many financial organisations today.
An omnichannel approach to customer contact can help meet the customer’s needs, empowering agents with the context they need to deliver consistent service across every touchpoint. It’s a strategy that not only improves the overall customer experience (CX) delivered, but one that also enables financial services firms to operate more efficiently and at scale.
Continue reading on Finance Derivative to learn the three reasons omnichannel CX matters in finance.
