Are essential in this process, such as the modernization and automation of processes, a culture focused on data and engagement of the teams involved. Strategies to increase customer service productivity Process modernization and automation We are living in the age of self-service and chatbots. Running away from these methods of communication is a real shot in the foot. Nowadays, the consumer wants, more and more, to have his autonomy guaranteed at the time of the service. On the other hand, he needs someone to be on the other side to answer when.
The problem is not resolved immediately, whether by phone, chat, WhatsApp or in person. In this sense, investing in automated service methods or inserting a help center in the bank's app or website, with questions and answers, can be a good start. However, humanized care should perfect mobile number list do never be left aside. And it is at these times, generally speaking, that customer service at banks encounters its greatest enemy: service queues. To overcome these challenges, financial institutions can make use of a Digital IVR, for example. This “robot” is already widely used by banks. But few use this technology properly.
Most of the time, we find giant IVRs, with complex and not very objective orientations. In this article , we talk a little about intelligent and humanized Digital IVR . If this is a problem with your bank's service, be sure to check it out. Data-centric culture Another trend that can never be left out when it comes to increasing productivity in customer service at banks is the data driven culture. Facing data as numbers that go far beyond graphs and dashboards , but as strategic information for intelligent decision-making , is the leap that the largest banks are taking towards growth. A data-centric culture is critical to predicting future scenarios, controlling and better targeting costs security.