More customers of all types are turning to digital platforms as the primary way to interact with their bank. Banking’s digital adoption has increased 35-50%, while branch traffic has dropped by more than 30%. Further, banks have long held loosely structured “systems” for recognizing and responding to complaints from specific channels – in-branch and via contact center.
While these systems may be effective with small complaint volumes, the shift of interactions to digital channels has left many banks needing process improvements to ensure timely resolution of issues raised via digital channels.
In this competitive world of financial services – one that is focused on customer experience more and more – inaction on complaints works against foundational banking strategy. Inaction due to layered organizational design to receive, ineffective internal systems to handle, not lack of resourcing to field are not considerations customers care about. They expect their feedback to land, matter, and be resolved.
Learn more in our whitepaper about managing complaints.
(This article was first published by the (TheFinancialBrand.com)