Whitepaper: The Death of Personal Service - Part 2
In the quest to improve profit margins and efficiency, financial companies are increasingly turning to multi-channel self-service technologies. These technologies can streamline consumer communication, provide opportunities to introduce them to new services, and offer cost- and time-saving opportunities. At the same time, such technologies must be handled with care. If customers experience issues when they need to communicate with financial institutions, they will not be forgiving - and with the easy availability of social media, complaints can quickly be spread to a large number of people, damaging reputations and business, as well as causing customers to switch loyalties.
This paper presents information on:
- Financial services self-service technology trends
- The benefits and drawbacks of using self-service technologies
- Strategies for ensuring that relationships between financial institutions and customers remain positive
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