Improve customer experience in banks using communication platforms

By vinay | 12/01/2023 | Startup Programs

There are many ways to improve customer experience in a bank, most banks use Bulk SMS service, WhatsApp Business API, IVR, and Chatbot services to enhance customer experience. 

  1. Account activity alerts: Banks can use bulk SMS services and Whatsapp business API to send customers alerts about account activity, such as low balance notifications, account deposits/withdrawals, and large transactions. This can help customers stay informed about their account activity and prevent fraud.
  2. Promotions and offers: Banks can also use bulk SMS or WhatsApp Marketing services to send customers promotional offers and discounts, this can be used to promote new products and services, or to incentivize customers to use existing services.
  3. Live Chat On WhatsApp Chatbot: Banks can offer a live chat feature on their websites, allowing customers to communicate with customer service representatives in real-time. This can be especially useful for answering quick questions or resolving simple issues.
  4. Payment reminders: Banks can use bulk SMS services or WhatsApp Services to send customers payment reminders, this can help customers to stay on top of their finances and avoid late fees or missed payments.
  5. Interactive Voice Response (IVR): Banks can use IVR to provide customers with automated assistance, such as account balance inquiries, and self-service options, such as bill payments and account transfers. This can help to reduce wait times for customers and improve the overall customer experience.
  6. Two-factor Authentication: Banks can use SMS, WhatsApp Business API, and Voice Call Services as a channel to send a One-time-password (OTP) to customers while they are accessing their accounts, this adds an extra layer of security
  7. Automatic Call Distribution (ACD): Banks can use the IVR system to route incoming calls to the most appropriate customer service representative based on factors such as skillset, language, and availability. This can help to ensure that customers are connected with the right person quickly and efficiently.

Overall, Communication platforms like Bulk SMS, WhatsApp Business API, Voice Call Service, IVR, and Chatbot services can help banks to improve customer communication by providing a convenient and efficient way to send customers important information, reminders, and alerts about their accounts.

How is PRP helping the Banking & Financial Services Industry?

Banking, financial services, investments, and collection agencies can integrate PRP’s cloud-based voice, messaging, video, AI-enabled speech analytics, and ChatBot/VoiceBot solutions for customer-oriented services. Integrate a unified communication platform that offers multi-channel interactions.

 

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