Unlocking fintech growth with interactions, not transactions
- Voice, messaging, conversational AI, and email channels
- How to set yourself apart with digital interactions
- The value of lifelong relationships for your financial organization
Communication channels are key to building a great CX. Designing and delivering winning financial experiences that keep your customers around, drive growth, and strengthen relationships is no small feat—but you’re not facing this alone. Stumped with authentication integrations? Toll-free regulations? Messaging industry changes? In this downloadable guide, we’ll cover it all—and give you actionable ways to strengthen your customer communication strategies for long-term growth, retention, and revenue.
CX starts with how you communicate
Customers want to have conversations. According to Zendesk’s 2022 CX Trends report, 70% of customers expect conversational experiences, and those conversation channels must feel familiar. Your end users want to feel like they’re talking to another human, not a robot. And since 53% of consumers report they want to communicate with you on channels they’re familiar with, you should immediately think about the device in your hands: your phone.
There are many channels customer interactions can happen through: phone, text, email, and over-the-top (OTT) messaging to name a few. However, with over 90% of customers using smart mobile apps as a customer experience (CX) channel 1 , companies across industries must deliver excellent customer care on mobile devices—especially for the finance industry.
Voice, messaging, email, and chatbots have different best practices, and customers expect different types of communication from them. Let’s walk through a few channel-specific complexities, and things to consider when building great financial interactions.
Keep reading to grow and profit with stronger customer communications
Great customer interactions start with picking the right channel. Your financial organization can win big and grow exponentially if you invest in the highest quality of communication possible.