• Powered by Verint Community
  • What is Verint Connect?
  • Menu
  • Verint insights
  • Register
  • Sign in

Combining Security and Service for Elevated Customer Satisfaction

By Courtney Mamuscia

On 30 May 2018

1 minute read

Combining Security and Service for Elevated Customer Satisfaction

By Courtney Mamuscia


Posted in Customer Engagement

  • Branch Office Operations
  • identity theft
  • banking
  • Compliance
  • automation
  • Customer Experience
  • fraud detection
  • Security Solutions
  • customer loyalty
  • customer focus
  • Bank and Financial Services
  • Customer Service
  • cyber security
  • financial services
  • identity authentication
  • operational efficiency
  • banks
  • fraud prevention
  • Customer Satisfaction
  • cyber intelligence
  • Security
  • customer engagement
  • Loyalty
  • cyber protection
  • security intelligence
  • fraud
  • 1

For a financial institution's customer satisfaction strategy to be successful, it must focus on more than just one element, addressing a combination of components that includes all aspects of the customer experience. No matter the size or type of organization — be it a credit union, online banking program, or small community bank branch — leaders must pay attention to the correlation between two key principles of engagement: security and customer service. 

Due to the sensitive and monetary nature of the industry, it's clear why secure solutions are a prominent demand of banking customers to help ensure the protection of their possessions and identities. And the growing risk of cyber threats adds an increased level of concern: According to the Financial Conduct Authority, reported incidents of cyber attacks against financial services firms rose 80 percent from 2016 to 2017, with the retail banking sector seeing the highest number of reported attacks. 

An overarching customer engagement strategy can allow banks to be more aware of the security concerns of their clients. Conveying a clear dedication to safety and providing reliable services should be high priorities for financial organizations while also aiming to simplify, modernize and automate processes and interactions. 

To drive strategic impact across the enterprise and elevate customer loyalty, solutions must be open and integrate easily to facilitate shared intelligence across the organization, break down silos, and accelerate decision-making. Simplifying and modernizing an engagement infrastructure is key to being agile and responsive to the demanding expectations of customers. 

Financial organizations should also consider leveraging the latest in technology to help unlock the potential of automation and innovation. For example, intelligent systems can analyze customer activity by performing accurate people counting, tracking customer behavior (such as dwell times and wait times), and evaluating branch action. By leveraging this information, institutions can make informed decisions that can impact efficiency and safety, and inevitably enhance customer satisfaction. 

Thorough security and dependable service in the financial industry are both paramount for their own reasons, but the two are most valuable to both the organization and its customers when combined. Innovative technology solutions should be used to capture and analyze interactions and conversations to enhance quality, sales effectiveness, and compliance, while simultaneously identifying security threats and vulnerabilities.

Parents
No Data
Comment
  • helep
    helep Aug 18, 2018

    Even though they are working hard to bounce back, but for the customers, tellpayless.com are stilling offering a free coupon for people who are filling out the customer feedback survey.

    • Up 0 Down
    • More
    • Cancel
Children
No Data

Did you like this story?

Your next read

Copyright ©2019 Verint Systems Inc. All rights reserved worldwide.

Powered by Verint Community

  • Privacy Policy
  • Third Party Code of Conduct
  • WEEE
  • Cookies
  • Ad Choices
  • Intellectual Property
  • MSA Compliance
  • UK Tax Strategy