University of sunderland and management development institute of singapore in tashkent

Bank operations improvement strategy

 Provide Customers With Self-Service Opportunities

Customers: They’re doing it for themselves. Consumer self-service has become a booming trend across all industries, with 74% of customers reporting that they’ve used a self-service support portal in the past; another 81% reported that they’ve attempted to resolve issues on their own before contacting a live service representative. Despite it being a clear competitive differentiator, the financial services industry has been slower than others to implement self-service capabilities and best practices. As a result, many institutions are missing out on valuable opportunities to reduce call center volume, provide 24/7 support, and improve overall customer service in banking. How, then, can your organization take advantage of this growing trend?

The answer to that question lies in your mobile banking app. In a world in which everyone seems practically glued to their smartphone, the benefits of mobile banking aren’t lost on banks and credit unions. In fact, you’d be hard-pressed to find an institution that hasn’t developed its own branded mobile functionality. But just because mobile banking has become ubiquitous doesn’t mean that all banks are leveraging their applications as effectively as possible.

There are a few things you can do to take your mobile banking experience to the next level and turn your app into a one-stop self-service shop: