Bank sites Humanizing with Live Chat Service
Nowadays many Banks and Financial institutions are developing these days with equal power in all aspects. This implies the must be some competitive edge over the other. Banks and Financial institutions belong to service sector, so it requires enriched customer service.
Banks and financial institutions have invested crores into their online platforms with relatively simple and inexpensive live chat technology, can restore that vital “personal touch” that gets lost in the online experience.
Banks and financial institutions particularly smaller ones can also benefit by using live chat to position themselves as technically advanced. This makes the customers to be more attractive and user-friendly to transact in online.
Banks are starting to see there is need of a human element between their portal and customers. As online customers keep an average of 50 percent more in bank balances, giving them more attention becomes a necessity for bank to retain the relationships.
In marketing there is a quote the 80% of your profit comes from 20% of your customers, hence retaining the existing high value customers plays a vital role. Hence to differentiate yourself from others you should have live chat which displays your superior customer service. The satisfaction level of the existing customers and loyalty among the customer can be taken to the next level in service and technology.
For new customers chat as a line of guidance, ease-to-use and real time experience for the user. They don’t have to go to a branch or use phone for help. The added advantage is it gives people the feeling of convenience and time saving option.
In India HDFC has utilized this service and the study reveals that 92% of the customers who have been using the chat service are from the salaried class and the balance 8% are self employed. Mostly, it is people from smaller cities such as Cochin, Coimbatore, Indore, patna, Ranchi, Vijaywada, Baroda, Surat, Vizag, Agra, Guwahati, Lucknow and even Jammu that are taking full advantage of web chats. The important cause is to be creative and have something that people will want to pass along to somebody else. This form of word-of-mouth today effectively is leading to higher number of customers willing to come and experience the web chats and materialise their experience.
The major advantage lies in chat service is that it is 24/7 as all Banks and financial institutions stick to the tradition of 9-5 working hours. Customers seek more value when there is an option to access to banks in a real time experience (i.e., after hours and weekends).
In today’s scenario if a problem arises for a customer he/she calls the bank or visits directly, in both situation each customer should be handled separately by banking staff. Through Live chat it is possible that one banking representative can give solution for two or more customers simultaneously whereby time and labour is saved.