Timely communication is key when it comes to customer/member experience. Here are a few steps you can consider now for your communications that will enhance their experience.
Take Steps Now to Improve
Customer / Member Experience
Provide Ongoing Updates. Reinforce your prioritization of health and safety. Detail relevant changes, such as updated business operations, changes in business hours and employee support measures.
Highlight 24/7 Availability of Online Banking, Mobile Apps and ATMs. Explain how these services assist with tasks like check deposits, transferring funds and viewing account information.
Answer Common Questions. Be proactive. Establish a Frequently Asked Questions (FAQ) section on your website for important and timely updates.
Help with Money Management
Offer Step-by Step Help.
Talk with your customers/members through registration and download processes for online banking and mobile apps.
Provide Helpful Links.
Offer how-to documents and videos for new users.
Promote Direct Deposit and Mobile Deposit Options.
To minimize branch visits and to easily deposit checks from home with their smartphone.
Recommend Money Transfer and Bill Pay Features.
To easily manage bills and loan payments online, from anywhere.
Highlight Your Free Services.
If you offer Loan Skip-a-Payment or Financial Counseling Programs, remind your customers/members that these programs are free of charge.
Remind Customers/Members You Are Available.
To discuss their accounts and assist with their financial needs by phone.