In the financial service industry, customer service is just as important, if not more so, as any other company. Customers really want to have the best service all the time, but it is especially important to them when it comes to dealing with their money. Yet, it seems as if banks and credit unions have some of the worst customer service out there. Here are some ways to really boost your customer service.
Multiple ways of communication
Many financial institutions still require that a customer come in or call in to get any information or support. And while it is good to have those options available, it is pretty annoying to customers who would often prefer to contact your business through other means. While some methods won’t be possible when discussing secure information, they are definitely good options when you are answering quick and easy questions.
Customers are spending more and more time on their smartphones, and it means you will quickly be left behind if your business isn’t optimized for mobile. Make an app where customers can view all their information and contact customer service. Your website should work perfectly on mobile even if customers aren’t using your app. All emails and social media ads should look as good on mobile as they do on computers.
The best thing you can do to make customer service better is to increase your transparency. Customers prefer to get information on their own instead of always having to talk to someone, so it is better if they can find information on their own. Update your FAQ page regularly with answers to commonly asked questions. Have landing pages that thoroughly describe as much information as possible about the financial services you provide. Make sure you are clear and explain in simple terms instead of using a bunch of legal jargon. Your customers and customer service reps will both appreciate it.
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