Optimize channels, transform the customer experience

by CDW Financial Services|Apr 24, 2017

Welcome to the future of channel optimization. Today’s empowered financial services customers are taking command of their banking experience – and they’re demanding a more personalized experience and value through whatever channel they choose.

Speaking of channels, customers are “channel hopping” more than ever – 82% of consumers go online to research a product but 59% like to speak to a person before making a decision. And while 65% of customers believe that a digital presence is important, 60% also think a physical location is critical.

To meet these new expectations, financial institutions (FIs) must give customers a more seamless, relevant experience or risk losing customers entirely. With the help of powerful IT solutions and services, FIs can transform the customer experience.

Put Your Best IT Foot Forward

When it comes to meeting customer demands for a high-end channel experience, focusing on their favored channels is a good place to start:

In the Contact Center

Amplify the customer experience in the contact center. Tap powerful collaboration tools (voice, email, chat, video), software solutions, telephony, headsets, notebooks and desktops, and displays to help you solve customer challenges quickly, easily and smoothly. Multiline phones with crisp, highly pixelated backlit displays and seamless redial and look features, coupled with streamlined headsets with long-lasting power and backup, enable the best in customer service.

In the Branch

Offer a preferred channel for customers of every age. Enhance the experience with video tellers and conferencing, digital signage, wireless beacons and teller tablets. Offer personalized and efficient transactions and advice to engage customers and provide more sales opportunities for your bank or credit union. Provide tablets with the power to work like a desktop and technology solutions to streamline and enhance all the different ways your team communicates – from one-on-one audio and video calls to full-scale company meetings between multiple locations. Easy-to-use interfaces, screen sharing and calendar integration make it easy to replace outdated services.

Via a Mobile App

Develop robust and intuitive mobile apps that minimize support calls and customer channel failover, which can damage customer satisfaction. Budget for robust back-end integration to ensure that all channels leverage the same resources and processes. Make consistent user experience a core goal to heighten user satisfaction and build brand awareness. Emphasize security throughout the software design lifecycle to protect customer transactions and data.

Ready to Learn More?

Find out how you can improve omnichannel interaction with customers in the digital age.