Cable&Wireless Worldwide a global telecom company has recently made a study on
what consumers are demanding of their banks and found out that Online banking
system with 60% and Customer service with 46% were the top two answers ranking
above Bank charges Value for money Return on my money and Trustworthiness.
This increasing demand on online innovation in banking only shows that banks arent
taking full advantage of the potential of the technological tools available today in the
market. It also shows that customers are looking for new ways to interact with their
banks instead of just going to their branch and wait in long lines just to perform a simple
operation or asking a simple question. Customers are looking for further interaction
using online and mobile tools and solutions.
Consumers increasingly prefer remote interaction but also want good customer
service greater trustworthiness and a fair level of engagement with the banks stated
Michele Metcalfe Director of Banking & Financial Services at Cable&Wireless
Worldwide.
Online innovations like web and video conferencing social networks and mobile phone
applications are being neglected by banks and other financial institutions. According to
the study only 1% of customers seeking advice from their banking institutions have done
so by web and video conferencing while another 1% are using mobile phone apps and
social networking to enter in contact with their banks.
These findings suggest that financial institutions have an opportunity to better meet
customer preferences by investing in the right online innovation added Michele
Metcalfe.
Technological solutions like RHUB 6-in-1 web
conferencing and remote support appliance can be implemented by banking institutions
to extend their customer services and provide their customers with remote connection
thus increasing customer satisfaction and decreasingly significantly time they spent
waiting in line. By implementing simple procedures and low cost href="http://www.rhubcom.com/v4/user_manual/user-manual-TurboMeet-remote-
access-pc.htm">remote support appliances banks can increase their value in the
eyes of their customers and attract new ones.