Are your customers frustrated?

Over the years there has been a steady erosion of trust, so how do financial service organisations satisfy customer expectations as well as maintain a competitive edge. In the past organisations focused on improving customer service by increasing internal efficiencies, i.e. reducing the time it takes to open an account, pay out a claim or approve a mortgage. The next level of service requires a change in approach, an approach that will allow customers to access financial services how, and when and where it suits them, with a response available within minutes, not days.

Customers need to be serviced differently. Personalisation, proactive engagement, competency and at their convenience are all elements that improve customer satisfaction levels. Financial organisations who cross-sell products to existing customers need to ensure the product is relevant to the customer, and that it’s easy to purchase. If a customer is online when they see the promotion, they want to complete the application process online.

OpenText improves customer service by giving your customer-facing employees and partners immediate access to all processes and content concerning the customer. The customer’s experience is more engaging, personalised and consistent, leading to improved customer retention and driving new opportunities for growth. Marketing can segment and target customers when launching new products and not bombard the wrong customers with the wrong message, making better use of budgets and provide a better standard of customer service by not upsetting or frustrating customers with irrelevant promotions

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