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4 Customer Service Communication Tips from Our Experts
So, what do you need to know and do to improve your customer service communication and achieve excellence? Here are our tips for CS teams operating in financial services.
1. Make the Communication Convenient
When do problems escalate? When you do nothing about them. Thus, what you want your clients to do is to contact you as soon as any issue arises. However, they might often not do so. Why?
If contacting your customer service team is inconvenient, it will take more time to get your clients to communicate with your bank. Thus, our first customer service tip for financial services is simple: make reaching out to your CS as easy and seamless as possible.
How do you achieve this? You can try several solutions, namely:
#1 Allowing multiple forms of communication in all your channels.
- Example: Your mobile banking app should include a link to your chat, a button to make a phone call, and a map of your physical locations.
#2 Simplifying communication.
- Example: Reduce the number of steps that the user needs to complete when calling your customer service team. Nobody wants to select a different number five times just to get redirected to the right contact person.
#3 Making your customer service accessible.
- Example: Use AI bots and human support to provide customer service 24/7 and reduce the waiting queues.
2. Personalize Even the Smallest Elements
If you read any list of top digital banking trends, you’re bound to find a point about personalization – it is as crucial as described. There’s no doubt that you should implement it in your efforts. So, what communication tip do we want to give to your customer service team if you already know about its importance? That you need to personalize even the smallest details.
Personalized product recommendations, tailored content, even a bespoke tone of voice – all of these are building blocks of a positive customer experience. Thus, try to look for the tiniest opportunities to personalize your services and act upon them.
3. Be Proactive
The proactive approach in banking refers to identifying customer needs, problems, and pain points before they occur. It is a key to a positive customer service experience (and effectiveness), as it enables you to:
- reduce frustrations resulting from issues that need solving,
- decrease the amount of time spent on solving cases – this is also connected to the first customer service communication tip on our list, as it enables you to address issues before they escalate,
- increase the communication convenience since it’s your team that reaches out to the client when needed,
- reduce churn and boost loyalty via analyzing data and predicting negative trends.
Becoming proactive isn’t just about the mindset—you need to deploy technology that will enable you to understand your customers better and predict their concerns and needs. What works best here? You need AI tools capable of analyzing customer data and juxtaposing it with historical data to extract predictive insights.
4. Educate Your Clients
Finally, if you want to improve your communication, you should start by… educating your clients. Boosting financial literacy won’t only help your team solve queries faster (as clients will be more informed and capable of defining their needs/problems more accurately), but also improve your overall image. How can you achieve that?
- Share educational materials available in your mobile banking app and on your website,
- promote your financial advisory services, where clients won’t only get tailored tips but will also be educated on why the particular approach works for them or will be able to simulate certain scenarios, like buying an apartment,
- host educational workshops, ideally in partnership with local communities.
The Takeaway
The above are, in the opinion of our experts, the 4 most important communication tips for banks and financial services providers. Become more proactive, make your CS convenient, embrace personalization, and educate your clients—all of this will lead you to improved communication, enhanced customer experience, and visibly better customer retention!
You may also read: 5 Ways to Improve Customer Engagement in Banking
