Customer Experience
— 5 min read
How Airkit helps Banking and Financial Services
Finance is personal. Banks, financial institutions, and the clients they serve all want to keep it that way. Every customer wants to feel like the spotlight is on them, and only them, when they need help, or are just checking in on their accounts.
But, maintaining a personal touch while serving millions and millions of customers, can be tricky at scale. Bank of America alone has about 67 million customers. JP Morgan Chase has roughly 62 million customers. Wells Fargo has an estimated 70 million customers.
With client bases this large and the expectations for stellar customer service this high, banks are increasingly reliant on digital CX automation tools to fill gaps and streamline processes where traditional approaches leave some room for improvement.
For example, the traditional approaches of assigning a relationship manager to a few clients, or hoping contact center agents have enough capacity to serve a massive set of clients can result in high operational costs.
While challenges of your business are unique, Airkit has a handy CX assessment that can help you see how digital CX tools can make a difference in your operations.
The one-to-one connection between a bank’s relationship manager or representative and a customer can’t rise to match the scale and complexity of a modern bank’s client base. For leading financial institutions to maintain their customers’ trust and their company’s productivity, it takes more than a personal relationship with a representative, or a personal touch in their communications — it takes the right set of digital tools.
Building with Control and Flexibility
Banks have to manage complex bank-end processes and vital front-end experiences for customers all at once. From guiding a customer along as they create a new account, to making sure they’re updated at every step of their mortgage application, to streamlining form completion, the quality of those experiences dictates how a customer sees the bank they belong to.
Traditionally, banks have had to work with the legacy infrastructure they already had in place to try and modernize those experiences. But, rallying engineering resources and carving out time to make those processes as seamless as ordering something on Amazon, or making a reservation at your favorite restaurant is difficult and time consuming.
Using digital CX automation platforms like Airkit, banks are able to build new internal workflows that make their business more efficient, and the external facing experiences that delight their customers in-house, without having to sacrifice control, security, or budget.
Measuring the ROI of automation
One leading bank with over $181 billion in total assets used Airkit to expand the in-person, white-glove approach their customers grew to know and love across digital channels.
This customer knew that the faster they could answer a client’s question, or provide an update on a loan or account transaction, the more satisfied the customer would be. So, they built out a proof of concept app with Airkit that allowed their relationship managers and client-facing teams to more intelligently route customer questions to the right person faster. Now, instead of having customers wait on hold as their teams figured out who the best person to field that inquiry would be, Airkit directed the question to the right person programmatically.
After pushing that proof of concept live, the bank deployed Airkit more broadly to save their teams time when fielding customer questions. Using self-serve flows, their customers can now complete critical steps like account creation without agent intervention. If that customer needs to contact a representative, the representative will have the information captured in that self-serve flow on hand. Airkit integrated easily with the tools and tech stack the bank was already using.
To this customer, the ROI was clear. Their engineering teams were able to work faster by leveraging Airkit’s CX platform and integrating it within their tech stack, as opposed to building out that functionality themselves. And, the Airkit apps they deployed saved both staff and customers’ time. Those seconds, minutes, and hours saved add up to increases in CSAT and customer trust.
Embracing the Future of CX in Financial Services
Airkit’s platform helps banks optimize essential areas of their business:
- New account creation: Airkit routes warm leads to the right relationship manager and allows new clients to book appointments with a relationship manager as part of that onboarding flow. The information captured in that onboarding flow can be used to kick off KYC processes.
- Appointment scheduling: Instead of emailing back and forth to find a time that works for both your staff and your customer, clients can select a time that works for them and book it in an instant using Airkit’s scheduling app that works across web and mobile experiences.
- Loan status checks: Using self-serve experiences to streamline high-volume, low-complexity use cases like checking on the status of a loan, Airkit helps banks reduce contact center costs and serve customers faster.
- Paper form digitization: Instead of having your information locked away in a filing cabinet, banks are adopting digitized forms to make sure the vital information that agents need to serve customers is just a few clicks away. Airkit integrates with your frontend and backend tech stack to capture, store, and ferry information where it needs to be so your agents always have the information they need.
Banks who embrace digital tools to streamline their customer’s journey are discovering how seemingly minor changes to their customers’ experience can make a massive difference in their organization.
