Banks and credit unions have made tremendous investments in digital banking seeking the promised land – seamless customer experiences, reduced customer questions, and a steady stream of new accounts opened online every day. Even with the tools in place, it hasn’t happened.
Why? Because as an industry we overlooked a simple, yet powerful, step: self-service assistance. We assumed if we built it, they would come and know how to use it. Its why contact center volumes are up and why the top two questions are related to digital banking.
Did you know: 70% of banking customers start with digital self-service when they have a question. BUT… only 9% are able to complete the interaction on their own.
TimeTrade SilverCloud’s Self-Service Assistance package surrounds your customers with access to information, making it easy for customers to answer their support, product, and technology questions 24/7.