Lumin customer service windows#

ItвЂ™s new territory for many of them, too, and the financial routines of a salaried employee donвЂ™t work well in that context. Consider one of the вЂњgig economyвЂќ clients discussed in the previous section. That combination of new technologies opens up an entirely new range of customer service opportunities. The best digital banking platforms now have the data-gathering, data-analytics and AI tools to actually anticipate usersвЂ™ needs in real time. Uncover, and Anticipate, Your UsersвЂ™ Needs Through TechnologyД¬ustomer service in banking means meeting your usersвЂ™ needs, but in the ultra competitive banking marketplace thatвЂ™s just the table stakes. If your current policies or current digital platform arenвЂ™t flexible enough to cope with the lived reality of your users, youвЂ™ll need to change them or be left behind. Your platform sees all of a clientвЂ™s income from all sources, and should be able to report it in ways that enable you to account for it in your credit decisions (and every other banking decision, for that matter). This is not explicitly a вЂњdigital bankingвЂќ issue, but digital banking can provide the solution. If your policies for granting credit still revolve around pay stubs (for wages or salaries) and tax records or bookkeeping records (for the traditionally self-employed), youвЂ™ll fall short of meeting the needs of people living this new reality. The problem is that many banks havenвЂ™t adapted well to this, and sometimes struggle to fit the вЂњsquare pegвЂќ of contemporary gig income into the вЂњround holeвЂќ of legacy banking practices and software. A growing percentage of Americans derive at least some part of their income from self-employment, freelancing or some other form of gig or вЂњside hustle.вЂќ Improve Your Handling of Multiple Income StreamsД«ankingвЂ™s core function is the care and management of clientsвЂ™ money, and that has seen a sea change in recent years as well. But mobile use and mobile users are the present - not the future - of customer service in banking, and your entire user experience needs to be centered around them. It is, and it should be every bit as quick and intuitive as your app (and ideally, the interface should be as consistent as possible between the two). ThatвЂ™s not to say that your website isnвЂ™t important anymore. respondents reported using mobile devices to access banking services and 70% described mobile devices as their primary method of banking. In a recent survey by Business InsiderвЂ™s business-intelligence division, 89% of U.S. Make Mobile the Center of Your StrategyДЄnother foundational piece of customer service consists simply of being where your users are. YouвЂ™ll also need to be in regular contact with your users (by phone, in-app surveys and even formal focus groups) to ensure that they find your app and site intuitive and easy to use - and if not, why not. ThatвЂ™s the information youвЂ™ll need in order to take corrective measures.

More to the point, youвЂ™ll also need to track how many users you lose along the way, and at what points you lose them.

YouвЂ™ll need to map out the journey, tracking how many steps it takes to achieve each task on your app and website - opening an account, depositing a check, getting a loan - and how long it takes to accomplish each one. Are your users being served quickly? Are they smiling and happy? The difference is that you canвЂ™t see their reactions with your own eyes, so you need to build that accountability into your platform. Realistically, this is the digital equivalent of the in-branch service you used to rely on. If you donвЂ™t do this well, nothing else will matter. In digital banking, the вЂњcustomer journeyвЂќ - the path a user takes in order to complete a task on your digital platform - is the bedrock level of customer service. Customer service in banking remains a core competency the only thing thatвЂ™s changed is how youвЂ™ll go about delivering on it. ItвЂ™s unfortunate that those skills arenвЂ™t transferable to the digital banking environment, but the underlying mindset certainly is.

Lumin customer service windows#

Do you have enough windows open and staffed, or are users waiting? Are your staff smiling and courteous? Did you run low on coins and small bills for your retail clients during a heavy shopping week? ItвЂ™s tangible stuff, easy to see and act on. Banks and credit unions have a lot of experience at fine-tuning customer service in physical branches.