In the digital age, it’s hard to imagine a world without smartphones or internet access. As a result, we’re seeing new ways of doing business that was never before possible. One such innovation is business live chat, which offers a fast and efficient way to get in touch with your customers for marketing or resolution purposes.
Live chat has been around for years but has only recently become an industry standard, with most financial institutions offering this service – and why shouldn’t they? It improves the customer experience while also reducing costs and increasing revenue opportunities.
Here are some reasons why digital banking firms should be using a live chat web site feature:
- Improved Security
Live chat is a great way to improve security in your digital banking. With live chat, you can reduce the risk of phishing and malware attacks, as well as use dynamic authentication.
Phishing is a type of cyber attack where fraudsters send out emails that look like they are from legitimate companies or brands but are not actually from them. This allows them to get their hands on sensitive information such as usernames and passwords for bank accounts and other online services.
Malware is software intended for malicious purposes (such as stealing personal information). It can be installed on your computer when you download certain files from websites that hackers have compromised.
If you use live chat, the possibility of users being tricked by scammers is reduced.
- Connecting with tech-savvy demographics
For example, millennials are a large and important demographic for banks to attract. They’re tech-savvy and prefer to use digital channels rather than physical branches. As a result, they want a personalised experience when they interact with your brand online or through social media channels.
Being able to chat with them in real-time will help you provide them with this kind of personalised experience by showing that you understand their needs and are ready to answer questions as soon as they arise. You’ll also be able to get feedback on how your banking app works so that you can improve its features for future updates.
- Reducing overhead expenses
As a result of the cost-saving benefits of live chat, you can expect to see some changes in your bank’s financials. For example, the money you save by reducing overhead expenses and customer service costs will allow your business to grow and thrive as well as pass those savings on to your customers, increasing their satisfaction levels.
Also, because live chat is a great way for banks to keep their customers happy, we recommend that it be used as part of any digital banking strategy aimed at attracting new customers as well as retaining existing ones.
- Speed of Service
Live chat is a great way to provide your customers with a faster and more efficient service. This feature allows you to respond to customer enquiries immediately, which means they are far more likely to be satisfied with their experience. This reduces the likelihood of them becoming frustrated by having to wait on hold or go through a lengthy phone tree, as well as reducing your own costs and increasing efficiency for everyone involved.
If you want even greater levels of customer satisfaction, live chat can also allow for full conversations between customers and agents without requiring any off-the-cuff follow-up calls, so all possible queries can be answered at once.
This not only improves the speed of service but also makes it easier for customers who require additional information after their initial question has been addressed by an agent – meaning less need for follow-ups over time!
- A positive, personalised customer experience
Live chat is an effective way of providing a positive, personalised customer experience. As banks look for ways to build trust and deepen relationships with their customers, live chat can provide a great platform for doing so.
Because live chats allow banks to address queries based on the information they have about each person’s account or transaction history, they can build trust between them and their clients while also ensuring they get answers faster than they would if they were relying on phone calls or email inquiries alone.
Live chat boosts customer satisfaction and reduces costs for banks.
Live chat is a great way to improve customer satisfaction, which is one of the most important metrics for digital financial services. Live chat can also help banks reduce costs by increasing efficiency and reducing call centre volumes.
As you can see, there are many benefits to using live chat in banking. Whether it’s improved security, connecting with millennials or reducing overhead expenses, this technology is a great way for banks to stay competitive.
At Greechat, we help businesses prevent lost sales through a proactive live chat service that addresses customer concerns and questions.