In the banking sector, customer experience is king. As banks are opening more and more branches across the globe, providing great customer experience can become a challenging issue. A VoIP (voice over IP) solution can help in this regard.
In the banking sector, customer experience is king. As banks are opening more and more branches across the globe, providing great customer experience can become a challenging issue. A VoIP (voice over IP) solution can help in this regard.
That was the argument raised by
Matrix, a provider of telecom and security solutions for businesses and enterprises. The company’s portfolio includes IP-PBX, universal gateways, VoIP gateways and terminals, GSM gateways, access control, time-attendance and video surveillance solutions.
According to the company, enhanced customer experience has become more critical than ever. With the increased use of smartphones and improved internet speed, people are getting inclined towards a digital form of everything – whether it is shopping trendy outfits or booking tickets online, Matrix said.
Among industries, the banking sector can especially benefit from improved customer experience, the company said. “The banking sector has traveled a long path from physical deposit of checks to mobile and internet banking. The customer’s quick adoption of banking applications and virtual money transactions have made technological ride less bumpy for the authorities,” it said.
VoIP can play key role
Advanced telecommunication solutions, including VoIP, have played a key role in this, especially at a time when banks are opening up branches across the world. “The financial institutions are opening branches to confirm their presence and generate a loyal clientele across the globe. In expansion scenario, professionals find it difficult to maintain a proper flow of information between headquarter and branch offices. With deployment of a VoIP phone system, authorities can bring employees working at different locations on the same platform and in turn help personnel offer improvised customer experience,” Matrix said.
According to him, the benefits of VoIP are threefold:
Optimized usage of channels: More channels are opened up to enable customers to get the information they need. “Handling calls, accessing emails and providing satisfactory answers to the customers is taxing for workforce. The entire process becomes chaotic and as a result personnel’s capability of offering quality services to customers is reduced to a great extent,” the company said. “The professional can manage this by giving access of different channels to customers to enable them to retrieve all the required basic information themselves.”
Secured management of stored data: Amid rampant cyberattacks of recent, ensuring the security and integrity of data has become more critical than ever. “Storing confidential information is essential for any financial institution. The professionals can analyze data, rank customers and choose the same for cross-selling and up-selling products and services,” Matrix said. “To secure internal and external exchange of information occurring through phone calls, authorities can invest in communication solutions tailored with tight encryption layers. For safeguarding interactions between branch office and headquarter, installing SOHO PBX with TLS and SRTP protocols is a smart move.”
Personalized services: According to Matrix, digitalization has certainly connected customers virtually with the bank, but humane interactions still hold importance. “Replacing forums with live chat is an ideal way for gaining customers’ trust and converting them in to brand advocates. By deploying this channel of communication, authorities build a sense of independence amongst the consumers, and hence, improve engagement,” it said.
Matrix concluded by saying enhanced internal communication plays a key role in enriching the customer experience. “There are many other methods that banks can try to improve their customers’ experience. However, robust internal communication will always remain at the pinnacle of all these. Many solutions available in the market are equipped with the right mix of features, helping banks deliver improved services. IP-PBX, IP phones, gateways and SOHO phone systems form a major chunk of the required solution portfolio,” it said.