Many community banks and credit unions have a general sense of what many of their customers want. Few can drill down to identify an individual customer’s priorities. The trouble is, that’s what really matters. It helps to know a customer is part of a given demographic group, but that’s not enough. People move in and out of life stages at different times. They skip steps. They mix up the order. Unless you can drill down to find out what’s top of mind for that customer, the one over there, you can’t personalize the service you deliver.
And personalizing is the name of the game in a world where non-financial businesses like Amazon, Uber and Airbnb are setting the customer experience bar high, fintechs are rapidly developing innovative solutions that bypass traditional financial institutions (see “3 things you can learn from fintechs”), and big banks are actively mining their vast stores of customer information to gain market share. But where is a community financial institution to begin?
You have lots of data—every organization does these days. In that mass of names, addresses, balances and transactions, what can help you get to know each customer better so you can target offers and provide exceptional service?
The first step is to take stock of what you know. With a comprehensive inventory of the data you have, you can identify questions to ask your customers to fill in the data you need.
Mine your data
Do outgoing bill payments suggest a loan held at another financial institution? Does a name change following marriage mean a mortgage on a new home is coming soon? These are opportunities for one-to-one marketing messages that reach the right customer at the right time.
Technological tools such as business analytics can help you transform your data into meaningful, actionable insights, as well as enable you to anticipate future needs.
Your customers are telling you what they need all the time. With customer relationship management (CRM) solutions, your customer service representatives can gather information and spread it across your organization. Your marketing team, for example, can then access that data to send each customer relevant messaging through their preferred channel.
Put it all together and you can digitize to personalize—building wallet share, cementing relationships with new customers and minimizing client attrition. Just how important is digital engagement to your bottom line? As one indicator, consider that it may mean the difference between your average customer holding 2.7 products and 4.4 products. That’s wallet share, that’s loyalty — and that’s revenue.
Find more insights into fintech strategies in “The Experience Gap: The real threat facing community banks and credit unions” or call us at 1-866.475.9876.
 RFI Global Intelligence, Cross-Sell Report, 2016.
Publish Date: December 2, 2016 5:00 AM
ASC Recording Insights and neo
ASC Recording Insights guarantees legally compliant recording and analysis of all communication channels in Microsoft Teams - including audio calls (internal and external calls), chat conversations and video meetings.
neo Recording, QM & Analytics address all enterprises with recording needs, especially contact centers. The content of communication becomes accessible and critical information and trends are revealed, providing real-time business intelligence for immediate management action.
|2.)||Call Center Studio|
Call Center Studio
Call Center Studio is the world’s first call center built on Google and is one of the most secure and stable systems with some of the industry’s best reporting. It is one of the most full-featured enterprise grade systems (with the most calling features, one of the best call distribution, outbound dialing features and integrations—including IVR, AI Speech Recognition, blended inbound/outbound calling and includes Google’s new Dialogflow and Speech API. Call Center Studio is the absolute easiest to use (with a 10 minute setup), and is the price performance leader with lower equipment cost and less setup time.
Microsoft Teams Cloud Recording Service
Geomant offers a fully managed recording service for those organisations who need to address compliance or quality management while working on Teams. The Service utilises Verint’s market leading recording technology and is hosted by Geomant in Microsoft Azure. Our managed service approach is unique in that it allows organisations to benefit from advanced recording features, all while being free from any technical infrastructure or maintenance requirements that come with a traditional on-premises set up.
|4.)||Lieber & Associates|
Recording System Consulting
L&A provides vendor-independent consulting services to select, contract for, test, and implement contact center recording systems. The firm's consultants specialize in contact center I.T. and have several decades of experience each with all major and many smaller makers of phone and call recording systems.
Numonix's IXCloud is one of the first fully managed compliance recording solutions for Microsoft Teams. IXCloud securely records, stores and analyzes interactions in the cloud without physical or virtual servers. As a fully managed Azure-based, Software-as-a-Service cloud interaction recording solution, IXCloud takes interaction capture into the future. It enables instant and elastic scalability to support business growth and provides the necessary tools to enhance business performance while maintaining compliance. IXCloud redefines versatility with its OpenAPI framework that enables application development. Companies and third-party developers benefit from IXCloud native capture technology, whether it be integrating with internal systems or building a third-party application.
Enterprise recording management for storage, retrieval, playback, and monitoring communications throughout your contact center.
Record screen activity and calls across agent workstations, measure and monitor quality levels across all campaigns and analyze recordings to capture first-hand customer data and requirements.
Easly access all recordings and critical information to provide improved customer experience, sales, and productivity!
Oreka TR total recorder includes all of the call recording capabilities you will need, at about half the cost of competing for call recorder solutions, including screen recording, mobile phone recording, live monitoring, on-demand recording, multi-tenancy, multi-site recording, audit trail, call exporting, retention management, auto-tagging (for speech analytics and phrase spotting) and so much more.
Call recording solution fully integrate to all main pbx solutions.
|9.)||Teckinfo Solutions Pvt. Ltd.|
InterDialog UCCS enables organizations to adhere to all compliances with its inbuilt call recording software and also has an option for screen recording. With centralized repository of all voice logs, its easy to maintain & retrieve all voice files and have a central control in case of multiple branches set up.
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