The health crisis and the lockdown have exposed certain shortcomings in the customer service provided by banks, which have every interest in adapting to weather the economic crisis.
Massive use of digital tools
With most customers used to dealing with a physical advisor and visiting a branch, many banks have fallen behind in their digital evolution.
As a result, when the health crisis broke out and containment measures were applied, banks had a hard time coping with the influx of calls and requests.
Customers were confronted with longer lead times and digital tools that sometimes lacked fluidity. Nonetheless, even after the confinement was lifted, more and more of them now prefer online banking portals and chatbots to carry out basic operations such as transfers, but also to formulate requests for fee waivers or dispute handling.
Digital tools are now essential for banks to deliver a satisfying customer experience.
A need for agility and responsiveness
To be able to process customer requests while reducing costs, banks absolutely must be able to implement agile solutions. What's more, the French Banking Federation, in the current economic crisis, has urged banks to provide extremely rapid solutions to companies experiencing cash flow difficulties.
There are several ways in which banks can improve their customer service, such as setting up a predefined path to respond to Covid-19-related requests, or developing multiple communication channels (website, app) to relieve call centers.
In order to get through the crisis without too much damage, it is also in the banks' interest to ensurerapid access to the connection register for optimized processing of requests.