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Industry Research : Larger U.S. and U.K. Banks Are Vulnerable to Losing Critical Small-Midsized Business Customers

#contactcenterworld, @fisglobal

A new study from financial services technology leader FIS™ (NYSE: FIS) has identified key gaps in the performance of larger U.S. and U.K. banks in serving the needs of their critical small and midsized business (SMB) client base.

The FIS study found that while SMBs in both countries are generally satisfied with their banking providers, many of those businesses are considering switching banks – particularly customers of larger financial institutions – to take advantage of other available services or more competitive fees. This comes at a time when SMBs are dramatically increasing their use of digital banking and payment tools to handle a variety of financial transactions and activities.

The findings are part of the 2018 FIS Performance Against Customer Expectations (PACE) report, which surveyed consumers and SMB decision makers on how well their banking providers are meeting their needs.

"Our research shows that larger banks are missing key opportunities to meet the growing digital needs of their important SMB customers," said Bruce Lowthers, chief operating officer, Integrated Financial Solutions, FIS. "These findings are particularly concerning at a time when SMBs look to their banking partners to help them capitalize on favorable economic conditions to drive growth. Banks of all sizes have an opportunity to leverage their trusted status to provide these very important clients with the modern offerings they need to grow."


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Larger Banks Vulnerable to Attrition

The study found that more than 80% of surveyed SMB customers in the U.S., and 70% of SMB customers in the U.K., are satisfied with their primary banking providers. However:

- In the U.S., SMBs report higher satisfaction with services from community banks over larger banks. Most of the SMBs that have switched banks, or plan to, are customers of larger banks.

- In the U.K., nearly one in four SMBs – most of which use larger banking providers – are planning to switch banking providers in the next 12 months

Common reasons cited by SMBs in both countries for switching banks are uncompetitive fees, dissatisfaction with services/products provided, outdated bank processes, or being declined for a business loan/line of credit.
SMBs in both countries report difficulty in obtaining reliable and accurate information from their banks, especially larger institutions, without visiting a physical bank branch.MBs in both countries report difficulty in obtaining reliable and accurate information from their banks, especially larger institutions, without visiting a physical bank branch.

Growing Adoption of Digital Tools

The SMB decision makers surveyed by FIS say they are increasingly adopting advanced tools from their banking providers to perform a growing number of financial transactions and activities:

- About 60% of SMBs in both countries have increased the number of transactions done digitally over the past year.

- More than 40% of financial transactions were completed digitally by SMBs in both countries.

- Acceptance of online, mobile app and person-to-person payments increased 38% over the last year for U.S. SMBs.

- More than 70% of SMBs in the U.S., and an even higher percentage in the U.K., report using mobile apps for handling financial transactions.

- More than half of the survey respondents in both countries make financial transactions from their smartphones on behalf of their businesses.

- Slightly more SMB survey respondents in the U.K. (28%) than the U.S. (23%) say their companies offer mobile wallet capabilities for financial transactions.

"There’s both good news and bad news for banks in this new FIS study," said Christine Barry, research director at Aite Group. "The good news is that SMBs generally value their relationships with their primary banks and trust them more than alternative providers of banking and payment services. The bad news is that, at a time when their use and acceptance of digital transactions is growing, many SMBs are not happy with the tools they’re getting from their banking providers. Banks need to move quickly to address these needs."

#contactcenterworld, @fisglobal

Posted by Veronica Silva Cusi, news correspondent
Source: FIS Global


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Today's Tip of the Day - Customers Wary Of Fraud Calls

Read today's tip or listen to it on podcast.

Published: Tuesday, May 8, 2018

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2021 Buyers Guide Help Desk Software

 
1.) 
eGain Corporation

eGain CallTrack™
eGain CallTrack™ is a dynamic call tracking and case management solution that helps companies provide quick, high-quality, and cost-efficient resolution of customer issues across traditional and emerging interaction channels. It is one of the many innovative customer interaction products in eGain Solve™ suite, the unified customer engagement and knowledge management software suite, which helps businesses transform their traditional call centers into omnichannel customer engagement hubs. eGain CallTrack will enable you to track, manage and resolve cases and maintain service level agreements (SLA), across channels.

2.) 
Happitu

Happitu is your customer support team’s personal coach. It guides your team through every interaction with custom workflows, responsive scripting, and dynamic help topics.

Documentation in Happitu is automated, detailed, and consistent. Go beyond handle times and service levels with the rich insights of Happitu – from granular interaction data to aggregate data and trends – you get the complete CX journey!

We intentionally built the Happitu Workflow Designer with your customer support team in mind. Using our intuitive tools that provide quick and safe iteration, you eliminate the need to involve IT or Development. Yes, you will no longer have to dread submitting a change request to Devin from IT!

Try it free for 45 days!

3.) 
Knowmax

Knowmax
Knowmax is an omnichannel knowledge management platform. Our mission is to transform contact centers into resolution centers and drive customer self service.
The platform is an industry-agnostic enterprise-grade knowledge platform with components helping in easy findability of actionable information at the right time across the desired touchpoint.

4.) 
Nuxiba Technologies

CenterWare
Nuxiba's Help Desk Software is ideal for delivering top-level contact help desk services. It not only tailors to your existing technology resources but also allows you to set staff priorities that forward clients to the most knowledgeable agents.

Give personalized assistance, and analyze performance with our real-time monitoring, recording, and reports. Integrate Salesforce or VTiger CRM systems, be TCPA compliant, protect your cardholder's data during calls, and more!

Request a quote or demo today and start the journey to increase your first-contact resolution percentages in less than three months!

5.) 
OneDesk

OneDesk's software combines Helpdesk & Project Management into one application. No need to purchase, integrate and switch between applications. Your team can support your customers and work on projects in one place. Aimed at SMBs as well as departments at large enterprises, OneDesk is frequently used by project managers, customer service, IT, professional services and more. This easy-to-use, feature-rich, and highly configurable software can manage both ticket & task workflows.

6.) 
Teckinfo Solutions Pvt. Ltd.

ActivDesk Help Desk Software
ActivDesk Help Desk Software is an intelligent ticketing software for multi- channel customer interaction & engagement. It streamlines the entire ticket management process. With its SLA & escalation management, it enables your help desk to deliver enriching customer experience.
 

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