Independent Banker - November 2020 - 72

Innovative
Insights
How to connect with customers from a distance
Using digital tools to embrace a holistic communications strategy.
Community banks excel in customer service personalized to
their unique communities. However, factors such as safety
concerns and a growing digital-first population mean fewer
branch visits. So, when it comes to providing the service and
connection customers expect in the digital space, there's no
time to waste.
Centralized and streamlined digital communication makes
banking simpler and more convenient. And equally as
important, it reassures customers that an institution is
forward-thinking. A simple chat add-on won't do-banks
need a holistic solution to digital interaction.
Often, customers or prospects have simple questions
that do not require phone calls or branch visits. With textbased
chat, answers to those questions are just a click
away. On the banking side, representatives can also assist
multiple customers at once, which can increase customer
satisfaction.
When a representative isn't available, automated features
such as a Q&A bot can pick up the slack. Users simply click
through predetermined questions for assistance. If the Q&A
tree cannot help a user, the bank has a record of the question
and can provide the first available representative.
The goal is to meet customers where they are with a host
of communication options that meet all servicing and
consultative needs. It should be convenient for users to
receive answers to questions, open accounts and make
complex financial decisions anywhere, anytime. Otherwise,
they'll look elsewhere.
Making digital customer service exceptional
The right digital communication tools also make customer
service more eff ective. For instance, when directed to a
bank representative, skills-based routing ensures that the
representative who is the best resource is given the task.
Co-browsing then enables the banker to see the customer's
screen and streamline servicing sessions. Security measures
such as encryption and recorded sessions ensure that these
interactions are safe.
A holistic approach to digital communication
To meet these demands head-on, CSI partnered with
Revation Systems to off er LinkLive Banking. Integrated
into mobile banking apps and websites, LinkLive Banking
embraces a variety of strategies for digital communication.
Reflecting the new normal of video communication,
community banks should leverage video conferencing to
provide the superior person-to-person service that sets them
apart. Video collaboration increases overall engagement and
illustrates an institution's preparation for a digital future.
Ultimately, digital interaction is attractive to customers insofar
as it is made reliable, convenient and accessible. This can be
achieved by providing a universal experience across devices,
security measures, choice of communication method
and some version of assistance around the clock. A digital
impression is often the first impression. A holistic digital
communications strategy that accounts for all needs and
preferences is the right one.
Watch CSI's LinkLive Banking Webinar to see these tools
applied through one central communication solution or
contact us to learn more.
Karen Cavin, Product Marketing Manager
800-545-4274 // getresults@csiweb.com // csiweb.com
http://www.csiweb.com
Independent Banker - November 2020

Table of Contents for the Digital Edition of Independent Banker - November 2020
