According to the World Retail Banking Report 2013 published by Capgemini, 41% of customers say they are not sure they will remain loyal to their bank. Financial institutions must face this new reality. While local branches are deserted and banks must reconstruct their brand image after the financial crisis, they must meet the expectations of their customers who are increasingly connected and informed. That is why Brett King, founder of mobile banking app Moven, predicts that 80% of millennials will no longer go to a local branch after 2016.
Furthermore, Forrest Research revealed in one of their 2015 studies that if 83% of executives from the banking and financial industry are convinced that their company will be disrupted by digital technologies in the next 12 months, only 42% of them think that their company has a digital strategy.
We submitted three questions to Ashley Poniatowski, WebHelp Account Manager. He is in charge of Boursorama Banque‘s (leading online bank in France) customer service activity. 90% of visitors assisted by Chat are happy with this form of support.
1. What is the biggest online customer service challenge in the banking sector?
In online banking, customer service must meet three requirements – it should be easily accessible from any device and via all channels (web responsive, telephone, chat, social networks), available from 8 a.m. to 10 p.m., 6 days a week and secure.
2. What are the skills of a good chat agent?
For Webhelp, the number one criteria of a good chat agent is their ability to respond quickly to requests. Chat is a real-time support tool. Information must be correct and provided quickly. A second essential quality of a chat agent is the ability to anticipate customers’ requests; it is this knowledge that will help seal the deal.
3. How should a team of chat agents be structured?
The first condition in a team of chat agents is to have a in-depth knowledge of Boursorama’s products and processes. At Webhelp, agents generally spend several months taking calls in order to gain in customer expertise and fully integrate the Chat team.