The industry has changed in the last decade more than in the 100 years prior. A main feature of digitalisation in the finance industry is the loss of personal relationship between customers and their financial institutions. It becomes much more difficult to be a relationship banker when customers interact exclusively via a digital platform.
Previously typical customer touchpoints, such as branch visits and regular appointments with a personal bank advisor, are now a thing of the past. Small, regional branches are disappearing, and the ratio of staff to customers is dwindling. Fintechs are conquering the market. How do you do business in this competitive environment with an economic cost-benefit ratio?
Nowadays, financial institutions need a hybrid customer relations concept, ensuring that all the touchpoints preferred by customers or new customers are available. In doing so, they must create a balance between personal and digital contact.
How good customer service is revolutionising banking
The central omnichannel platform novomind iAGENT combines all digital touchpoints and makes it possible to gain important insights into customers. With us, all communication comes from a single source: novomind iAGENT maps the entire customer journey with a uniform, fully comprehensive history of contact.
Enquiries or requests for personal meetings are recorded and shared centrally. Switching channels is made as convenient as possible — including for bank advisors. Regardless of whether enquiries are received via modern channels, such as chat or chatbots, or via a traditional form of contact, thanks to novomind iAGENT, the right contact person will get in touch with the customer directly, suggesting a face-to-face appointment or a convenient online session.
All available information is collected across every touchpoint. Customer attributes, such as the number of contracts or any additional cross-selling potential, are also taken into account in the customer journey and put to profitable use. With novomind iAGENT, customers can get hold of their financial institution as easily as they would a good friend. On request, around the clock.