LiveBank blog

Mateusz Wierzbinski

• Digital Banking

Mateusz Wierzbinski

Managing customer expectations in digital banking is the ultimate goal of any customer service team. After all, by doing so you can build up loyalty, hence decreasing churn and collecting a higher profit. But what do customers expect? A user-friendly mobile app, omni- and opti-channel solutions, personalized offers and content, high data security, and… an appealing visual design. How do you manage customer expectations? First, you need to learn what your particular customers strive for. Then, it all comes down to… implementing adequate solutions. Do you want to learn more? Then read on!

Mateusz Wierzbinski

• Digital Banking
• Product Technology

Mateusz Wierzbinski

What are the key metrics in customer service in digital banking? How to evaluate the quality of your CS department? For instance, you can use the ratings from customer surveys, mystery shopping scores, or customer complaints & compliments. You should also look into process data, such as response and transaction times. Finally, you can measure your CS team’s performance by inspecting the number of products per customer, customer lifetime value, customer churn, and the number of referrals per customer. Do you want to learn more? Then read on!

Dagmara Kardaszyńska

• Digital Banking
• Digital Security

Dagmara Kardaszyńska

Digital security in online banking is critical. Not only is it responsible for keeping customers’ money and personal information safe, but also for building trust and confidence in your services. The main ways to ensure it involve data encryption, multi-factor authentication (MFA) systems, automatic log-outs, or even limits to online spending – many of these are visible to the clients themselves. However, banks still need to combat threats, such as phishing, sniffing, advanced persistent attacks, or even targeting the supply chain. Do you want to learn more? Then read on!

Dagmara Kardaszyńska

• Banking Trends
• Digital Banking

Dagmara Kardaszyńska

What are the omnichannel trends in the banking sector? This particular approach is constantly evolving, with more intelligent technology being introduced to provide clients with a consistent experience across all channels, with the digital ones, like mobile devices and the internet, attracting the most attention. If you wish to learn more, read this article – we shall discuss the main omnichannel trends here.

Dagmara Kardaszyńska

• Artificial Intelligence
• Digital Banking

Dagmara Kardaszyńska

From virtual assistants to fraud detection – AI plays a significant role in digital banking. It drives the creation of personalized customer experiences, improves sales, accelerates customer support, and improves productivity within financial institutions. So, how exactly does it help banks achieve these benefits? Let’s find it out.

Dagmara Kardaszyńska

• Customer Experience
• Customer Service
• Digital Banking

Dagmara Kardaszyńska

Embracing omnichannel support in digital banking isn’t only a way to build seamless customer journeys across different channels – it can also help you reduce operating costs and maximize productivity in your branches. But, for that, you need one thing: a platform that integrates data from all the channels into one place, and enables your employees to switch between digital and traditional communication with the clients swiftly – a platform like Livebank.