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 aren’t 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 remote support appliances banks can increase their value in the eyes of their customers and attract new ones.