Channelled towards striking a balance between transformational technologies and maintaining the human element in financial service delivery, Branch has proffered ways that financial institutions can offer essential financial services leveraging on both.
According to the digital financial institution, one of the ways banks have successfully built trust in the past is by treating customers like they were the backbones of the business.
“Customers generally felt welcome by their fellow human beings and little acts like these helped banks to build and maintain a solid relationship with their customers. However, this ‘royal’ treatment of customers is slowly going into extinction with technological advancements in the banking sector. Technology has brought about a lot of transformation in the banking sector and made it possible for a bank like Branch to offer essential financial services alongside professional human element royal treatment as it currently does in Nigeria, Kenya, Tanzania and India, all at the tap of a smartphone.”
Branch however listed techniques that can be used to achieve transformational technologies with human touch as follows:
. Empathetic customer relations – It is not enough to swiftly solve problems encountered by customers – they should be made to feel like the person attending to them truly cares.
. Put a face behind chat-bots – A lot of websites now have this chat-bot feature that allows users to have instant conversations with the customer care team rather than wait hours to get an email response or be put on hold on the phone. What most websites don’t have however, is an instant messaging feature that connects customers directly to living, breathing customer service agents with names and faces. Interacting with an actual human being helps to build relationships by making the user feel heard and understood.
. Great User Interface (UI) on apps – UI, which basically refers to the visual layout of an application. Now more than ever, people rely on the Internet and apps for almost everything. This has led businesses to invest heavily in building aesthetically pleasing UI to help optimise the user experience (UX) and in turn support the functionality of their websites.
