The Secret to Better Banking Customer Service

Banking customer service has historically been….well, pretty unimpressive. 

Clients call into their bank, they manually input their account number, jump through a bunch of hoops to verify themselves, and then finally (hopefully), reach an agent who can solve their issue. They then have to re-verify their account number and identify before they can explain the reason for the call.

The thing is doing the same old, same old when it comes to your banking customer service isn’t cutting it anymore. It’s making the experience tedious and in some cases insecure for your clients. 

While your agents can be personable and friendly in resolving customer queries, they can’t take away the pain points plaguing most banking customer service centers.  

What can? Intelligent financial services call center technology.

CCaaS 3.0: Built for Better Banking

Intelligent financial services contact center technology is CCaaS software that lives in the cloud and provides automated and data-driven solutions for your clients. It takes the typical banking customer service experience and makes it not only as accessible as possible, but also more pleasant and efficient so your clients can get their needs resolved quickly. Plus, each agent is armed with all of the context they need to provide exceptional customer service before they even speak with the client. 

That context isn’t just verbal. Through intelligent call center tech like UJET’s CCaaS 3.0, customers can quickly authenticate themselves via facial recognition, and provide more details to the agent via screen sharing, video and image sharing, voice and SMS blending, live chat and more. 

With that context and increased functionality, banks are able to do much more with their customer service. 

Better data security

Customers want their data to be secure. While they may feel some level of security logging into their password-protected online bank account, they may not feel as comfortable providing passwords or credentials to a banking representative over the phone. 

Many financial call centers only allow customers to provide information like a bank account number or a pin number verbally. While this may be fine in the privacy of their home, it is not fine when a customer has an urgent issue and they’re surrounded by other people. Nobody wants to provide their password or credentials with strangers listening in. That information is easily compromised. 

CCaaS 3.0 for financial services provides customers with more ways to prove their identification and give representatives quicker access to their accounts, even when they’re working remotely. 

For example, UJET’s CCaaS technology allows customers to use the same biometrics they use to unlock their cell phone to access account information. This means that before they even make contact with an agent, they can use their fingerprint or facial recognition to prove their identity and give that agent quick access to their account. Banking customers can also submit sensitive account information via text input so that they don’t have to risk that information being stolen if they share it out loud. 

UJET offers the only real-time data exchange for the CRM, eliminating storage of sensitive customer data in the contact center. All customer data and PII are stored natively in the CRM or your private data repository to reduce security risks, making it a secure way to do business. 

Faster Resolutions

It can be hard for a client to find a quick resolution to a query when they and their agent are in different rooms and the client’s concerns are difficult to vocalize. Misunderstanding and confusion can easily interfere with the experience.

Intelligent financial services call center technology gives customers the ability to screenshot and send images of what they’re seeing on their end, and it also allows agents to request screen sharing so they can see the issue first-hand. Video and image sharing capabilities eliminate problems caused by communication differences and makes finding a solution much quicker. 

Smart call center technology can also eliminate the tedium many of your clients face when they call into your bank and have to navigate a complex call menu, share all of their information with an agent, and repeat that process every time they’re transferred to a new representative. 

By using modern CCaaS 3.0 technology, banks can automate routine transactions to make them quicker, leverage conversational AI agents to address some queries, and provide real-time context and historical data, such as lifetime value and intent, to every real-life agent so that your service stays consistent and efficient for clients. 

More personalized service 

While banking is a customer-facing industry, banking customer service has historically been lackluster, unoriginal, and impersonal for clients. What intelligent call center technology ultimately does is differentiate your business from the rest so that clients are excited to bank with you and have a real relationship with you, knowing the customer service experience is efficient and easy. 

Each of your clients comes with their own unique history and set of needs. You can’t just provide them with a one-size-fits-all customer experience using the same old tech banks have always used to get the job done.

Intelligent CCaaS software like UJET allows banks to provide standout, personalized customer service, meet their customers wherever they are, and empower their agents to provide better service and solutions, too. 

Ready to take your bank or credit union's customer service experience to the next level? Learn more about UJET solutions for financial services.