Financial service customer service tips

In the financial service industry, customer service is just as important, if not more so, as any other company. Customers really want to have the best service all the time, but it is especially important to them when it comes to dealing with their money. Yet, it seems as if banks and credit unions have some of the worst customer service out there. Here are some ways to really boost your customer service.

Multiple ways of communication

Many financial institutions still require that a customer come in or call in to get any information or support. And while it is good to have those options available, it is pretty annoying to customers who would often prefer to contact your business through other means. While some methods won’t be possible when discussing secure information, they are definitely good options when you are answering quick and easy questions.

• Text customer service where they can text in repetitive questions such as daily hours. Many banks close on weekends, but some are open limited hours. It would be nice for a customer to be able to text and ask what the hours are for the day and get a fast, direct answer. Text customer service is really an awesome way of communication. Better yet, add AI Chatbot, so customers can get immediate automated responses.
• Social media engagement where customers are able to message customer service and post grievances. It is an awesome opportunity to address publicly any concerns people may be having, and it gives you a chance to be in the same place as your customers all the time.
•   Email customer service where your customers are able to respond to you on their own time. Let your customer contact you in whatever way they feel most comfortable, even if it is through email.
• Phone calls and in-person are still very important. You can’t give up one type of customer service for another. Your business should be adding additional ways customers can communicate.

Mobile optimization

Customers are spending more and more time on their smartphones, and it means you will quickly be left behind if your business isn’t optimized for mobile. Make an app where customers can view all their information and contact customer service. Your website should work perfectly on mobile even if customers aren’t using your app. All emails and social media ads should look as good on mobile as they do on computers.

Increase Transparency

The best thing you can do to make customer service better is to increase your transparency. Customers prefer to get information on their own instead of always having to talk to someone, so it is better if they can find information on their own. Update your FAQ page regularly with answers to commonly asked questions. Have landing pages that thoroughly describe as much information as possible about the financial services you provide. Make sure you are clear and explain in simple terms instead of using a bunch of legal jargon. Your customers and customer service reps will both appreciate it.

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Source: thefinancialbrand.com/63705/17-digital-marketing-tips-banks-credit-unions/

Engaging your customers: Best marketing

The internet is a powerful tool for marketing. But it is a double-edged sword because it also makes it easier for all your competition to reach your customers. Everyone is swamping the internet with content and trying to get their brand on top. So how are you, amid all the chaos, supposed to engage your customers?

Interact on social media

The number one way to get new customers and market your business is through social media. Everyone is on social media, whether that means being a part of one network or seven. Having your business on Facebook, for example, is like literally sitting in a mall with all your customers and having a booth open for them.

With that in mind, you will never sell anything if you booth isn’t noticed by passerbys. You have to interact with them and show them your product. The same applies to social media. If you want to get those users to become customers, you have to interact with them and show off your product a bit. Here are some ways to use social media to interact:

• Videos – Post videos to your page whether you created them or you are just reposting something else related to your business. Video content is getting extremely popular for people who don’t want to read a whole article but still want to know what is going on.
• Ask Questions – When you ask a question on social media, you are opening it up to all your customers and asking them for their opinion. You will actually have more success using yes or no questions because it encourages people to answer. Often, they will choose to elaborate themselves. It creates a discussion on your page.
• Giveaways – Customers are always excited to get free products, and they are much more likely to enter a giveaway that is easy. You can partner with other businesses to provide the giveaway and require everyone who enters to like all the pages. Or you can do your own giveaway and ask people to tag their friends to be entered. Even asking for a story and picking a winner will encourage a lot of interaction.
• Answer questions – If there are questions about your product or service on your page, answering them is important. But you can also choose to make a post yourself with the question and an answer on it, so all your customers can see. This is a good idea when you’ve been having confusion over a new promotion or if you just want to showcase something you thought might benefit your customers. Plus, it makes the customer who asked the question feel very important.
• Avoid clickbait –  Clickbait is basically anything that requires you to click it to get the full story. Saying things like “She had a flat tire, and you’ll never guess what happened next” as your lead is a way many companies get people to their websites, but it annoys social media users. It is much better to lead with the story, and then expand on it in the blog post.

Text Customer Service

Being able to communicate with your customers via text message is very important to your success. It means your customers can contact you in a way they are comfortable with using. Your customers can easily contact you, and you can send immediate responses back to them. It is useful for simple questions, such as asking what your store hours are for the day. But it is also very useful in customer service inquiries where a customer needs help with a problem but doesn’t have a bunch of extra time to sit and chat on the phone.

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Source: huffingtonpost.com/gregory-p-demetriou/marketing-trends-and-proj_b_14100712.html