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Provide Customers With Self-Service Opportunities Customers: They’re doing it for themselves. Consumer self-service has become a booming trend across all industries, with 74% of customers reporting that they’ve used a self-service support portal in the past; another 81% reported that they’ve attempted to resolve issues on their own before contacting a live service representative. Despite it being a clear competitive differentiator, the financial services industry has been slower than others to implement self-service capabilities and best practices. As a result, many institutions are missing out on valuable opportunities to reduce call center volume, provide 24/7 support, and improve overall customer service in banking. How, then, can your organization take advantage of this growing trend? The answer to that question lies in your mobile banking app. In a world in which everyone seems practically glued to their smartphone, the benefits of mobile banking aren’t lost on banks and credit unions. In fact, you’d be hard-pressed to find an institution that hasn’t developed its own branded mobile functionality. But just because mobile banking has become ubiquitous doesn’t mean that all banks are leveraging their applications as effectively as possible. There are a few things you can do to take your mobile banking experience to the next level and turn your app into a one-stop self-service shop:

Are customers likely to switch banks due to their experiences with the physical and digital channels? I use Access Bank and GTB mobile apps for most of my banking transactions. I haven't considered switching either bank because of their mobile app. However, at some time past, I was frustrated with GTB's app last year and stopped using it due to many user experience issues. I only resumed using it after a friend, who worked with the bank, informed me that the issues had been fixed. Lately, I’ve been deeply immersed in research to uncover how customers interact with their bank’s channels and what they value the most. Here are summary of my findings so far;   My preliminary data has highlighted some intriguing trends: A significant portion of customers prefer digital channels for their banking needs, citing convenience and 24/7 accessibility as major factors. Despite the rise of digital banking, many customers still value in-person interactions for complex transactions and personalized advice. Mobile banking apps are praised for their ease of use, yet there are recurring concerns about security and user interface improvements. Most customers are somewhat satisfied with their banking apps. Customer support is not exceptional, whether provided online, via phone, or in person.   My goal is to understand where banks are missing, identify these preferences, and provide actionable insights to help banks better meet their customers' needs across all channels. I believe that in no distant time, especially in 8 years when Gen Alphas turn 18 years old, digital channels may become the sole banking touchpoints for customers. Nevertheless, I am expanding my research and would love to hear from you. If you have experiences—good or bad—with your bank’s digital or physical touchpoints, I’d love to know! Your insights will be invaluable in shaping the future of banking services.   Please take a moment to share your experiences by participating in the survey by clicking on this link: https://lnkd.in/dpVm-Jwa. Your feedback will directly contribute to creating better, more customer-centric banking solutions. Thank you for your time and valuable insights!

Here are the articles on Convenience and Accessibility in XBANKING Article 1: Introduction to Convenience and Accessibility in XBANKING XBANKING prioritizes convenience and accessibility, offering innovative solutions for customers to manage their finances easily and securely. Article 2: Mobile Banking App XBANKING's mobile banking app provides a user-friendly interface for customers to access accounts, transfer funds, and pay bills on-the-go. Article 3: Online Banking Platform XBANKING's online banking platform offers a secure and convenient way for customers to manage their finances, view statements, and track transactions. Article 4: ATM and Branch Network XBANKING's extensive ATM and branch network enables customers to access cash, deposit funds, and receive personalized support. Article 5: Contactless Payments XBANKING offers contactless payment solutions, allowing customers to make fast and secure transactions with their cards or mobile devices. Article 6: Accessibility Features XBANKING incorporates accessibility features, such as screen reader compatibility and font size adjustment, to ensure inclusivity for all customers. Article 7: 24/7 Customer Support XBANKING provides 24/7 customer support through multiple channels, including phone, email, and chat, to assist customers at their convenience. Article 8: Personalized Banking XBANKING offers personalized banking services, tailoring solutions to individual customer needs and preferences. Article 9: Financial Education XBANKING provides financial education resources, empowering customers to make informed decisions about their financial lives. Article 10: Convenience and Accessibility in XBANKING's Future XBANKING continues to innovate and expand its convenience and accessibility features, embracing emerging technologies and trends to enhance customer experience. These articles explore XBANKING's commitment to convenience and accessibility, highlighting the various ways the bank makes banking easier, faster, and more secure for its customers. https://tapy.me/xbanking

Here are the articles on Convenience and Accessibility in XBANKING Article 1: Introduction to Convenience and Accessibility in XBANKING XBANKING prioritizes convenience and accessibility, offering innovative solutions for customers to manage their finances easily and securely. Article 2: Mobile Banking App XBANKING's mobile banking app provides a user-friendly interface for customers to access accounts, transfer funds, and pay bills on-the-go. Article 3: Online Banking Platform XBANKING's online banking platform offers a secure and convenient way for customers to manage their finances, view statements, and track transactions. Article 4: ATM and Branch Network XBANKING's extensive ATM and branch network enables customers to access cash, deposit funds, and receive personalized support. Article 5: Contactless Payments XBANKING offers contactless payment solutions, allowing customers to make fast and secure transactions with their cards or mobile devices. Article 6: Accessibility Features XBANKING incorporates accessibility features, such as screen reader compatibility and font size adjustment, to ensure inclusivity for all customers. Article 7: 24/7 Customer Support XBANKING provides 24/7 customer support through multiple channels, including phone, email, and chat, to assist customers at their convenience. Article 8: Personalized Banking XBANKING offers personalized banking services, tailoring solutions to individual customer needs and preferences. Article 9: Financial Education XBANKING provides financial education resources, empowering customers to make informed decisions about their financial lives. Article 10: Convenience and Accessibility in XBANKING's Future XBANKING continues to innovate and expand its convenience and accessibility features, embracing emerging technologies and trends to enhance customer experience. These articles explore XBANKING's commitment to convenience and accessibility, highlighting the various ways the bank makes banking easier, faster, and more secure for its customers. Please follow us for more https://tapy.me/xbanking

Two screens, one goal: Where mobile and online banking meet local growth Rivel's 2023 Q3 banking research reveals customer preferences for mobile and web banking, emphasizing the importance of seamless and user-friendly experiences on both digital platforms. Mobile is preferred by younger generations, tech-savvy consumers, and those who value speed and convenience. Banks benefit from customers who can receive push notifications easily. Digital banking is crucial for US consumers, offering credit score monitoring, personalized advice, budgeting tools, and financial literacy. Institutions can secure and retain customers with daily features embedded in their mobile app. https://okt.to/cdCfo9

Digital banking is becoming more like having a coffee chat with a friend who understands your finances. It's all about being understood and catered to. Did you know a whopping 89% of folks in the U.S. are using mobile banking? But the future is more than just apps and transactions–it's about creating experiences that feel natural, effortless, and, yep, personalized. There's this great read by Glassbox in The Financial Brand that explains it all. It's about making your banking experience as comfortable and intuitive as catching up with an old friend.

Digital banking is becoming more like having a coffee chat with a friend who understands your finances. It's all about being understood and catered to. Did you know a whopping 89% of folks in the U.S. are using mobile banking? But the future is more than just apps and transactions–it's about creating experiences that feel natural, effortless, and, yep, personalized. There's this great read by Glassbox in The Financial Brand that explains it all. It's about making your banking experience as comfortable and intuitive as catching up with an old friend.

Digital banking is becoming more like having a coffee chat with a friend who understands your finances. It's all about being understood and catered to. Did you know a whopping 89% of folks in the U.S. are using mobile banking? But the future is more than just apps and transactions–it's about creating experiences that feel natural, effortless, and, yep, personalized. There's this great read by Glassbox in The Financial Brand that explains it all. It's about making your banking experience as comfortable and intuitive as catching up with an old friend.

Two screens, one goal: Where mobile and online banking meet local growth Rivel's 280,000 interviews reveal that 61% of retail customers visit branches less than five times and only 14% rely on in-branch ads in 2024, indicating digital banking is already dominant. Web banking can revolutionize financial experiences by offering customization and diverse functionalities, democratizing the process, and addressing the shortcomings of mobile banking apps for specific audiences. Younger generations prioritize features like instant payments, contactless payments, and integration with other financial services, favoring financial relationships in traditional banking institutions and fintechs. https://okt.to/0NWhGd

Digital banking is becoming more like having a coffee chat with a friend who understands your finances. It's all about being understood and catered to. Did you know a whopping 89% of folks in the U.S. are using mobile banking? But the future is more than just apps and transactions–it's about creating experiences that feel natural, effortless, and, yep, personalized. There's this great read by Glassbox in The Financial Brand that explains it all. It's about making your banking experience as comfortable and intuitive as catching up with an old friend.