Want to know the reasons and tips for using Live chat software on your financial service website? Whether you are searching for Live Chat Software Support or a comprehensive Help Desk solution, you have come to the right place. Go through the blog and you will find out your answer.
In the past few years, technology has completely changed the
landscape of all industries. We can see the impact everywhere; the pandemic has
compelled us to adapt fast or go out of business. Financial institutions have
to keep up with this changing environment for providing a smooth, seamless and
It doesn’t matter if you are a bank, an insurance company, tax
defense, or a financial consulting firm, you have to be proactive to increase
customer satisfaction and loyalty. With each passing day, the number of people
using digital wallets, online banking, and smartphone apps is increasing.
You need to provide the benefits of technological advancements
to everyone. Financial institutions have to keep up with technology for creating
an efficient self-service channel with a high level of encryption and security.
You must educate customers to harness the power of digital transformation.
One of the most cost-effective and secure tools for prolonging
service hours and providing an enhanced customer experience is Live Chat
software. Customer chat software like Duvim
provides an intuitive, customized solution to every organization.
The financial industry covers a vast range of products and
services. They serve people and businesses with bank accounts, insurance,
assets management, pensions, and more. This is a quite competitive environment,
with organizations popping up regularly to make easy money.
Online banking frauds are increasing with a rise in online users
and banking services. It can leave customers confused and wary about whom to
trust with their hard-earned money. This increases the challenge for genuine,
trustworthy organizations to attract customers.
Live chat tools allow you to connect with customers in
real-time. Instant communication helps build trustworthiness, loyalty, and
reputation. You can guide customers throughout their visit, answer their
queries quickly with messages.
Managing bank accounts becomes easier with Live chat. It is a
great tool from the customer’s perspective because of the help one can get
without needing to leave their home or office. The support agents can help
reset their account, help with cards, and other such issues. You can provide
information and updates on mortgages, interest rates, loans, annuities in
The customers can inquire about their pending transactions, loan
repayment due dates, account openings, and more. It also provides them with the
option of uploading electronic signatures, forms, and other documents quickening
up the process.
Customers who are out of the city/ country don’t have to visit
you in person or call on the helpline number (roaming charges) to get help. It
makes customers’ and your life easier.
The Live chat tools help bridge the gap between your financial
institution and customers. It also provides you with several other benefits.
● No need to call on helpline numbers:
We all have the experience of waiting for the call to get connected to the support agent on the customer helpline. It can be quite frustrating. Live Chat solves this problem by providing quick support. It is also less demanding for your support agents, as they don’t have to be always on the call. It is also in sync with the modern communication process; we chat all the time. Live Chat makes it appealing for the customers because it feels casual.
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Live Chat allows multitasking for both the customers and your
support agents. The customers can check their financial status, get support
while shopping, working or enjoying their free time. The agents can provide
support to many customers simultaneously, thus increasing productivity.
Sometimes a customer needs more than just instructions when
using your website/ app. For those times co-browsing is the perfect option,
showing is always better than telling. When a customer is stuck on a particular
website page or they need help with your app, co-browsing and screen sharing
become a game-changer.
One issue we are facing with the rise of technology is the lack
of meaningful, personalized help. It is clearer in the online world where
face-to-face interaction is lacking. Providing help (quick) using personalized
messages increases customer satisfaction. Human interactions create a positive
Technology shouldn’t remove the human element from customer
service, rather it should complement humans. Bots and humans working together
can provide better service 24*7. Chatbots can provide help for repetitive,
simple queries while humans can provide help for complex issues. Bots are also
a cost-effective solution for your financial institution. Don’t hide bots as
human agents, customers would feel cheated when they wouldn’t get satisfactory
answers from bots.
When you are handing money online, it is even more important to provide a secure channel for confidential information. Secure chat software like Duvim has field masking for gathering information from customers. It is important to have high data protection standards and secure servers.
With Live Chat Tool, you can detect online fraud by viewing and
detecting visitors’ locations (city and country). If something unusual happens,
your agents can detect and prevent it at the correct moment. When someone is
trying to access an account login from China and they have never visited it
before or put up any travel notice. It might be a scenario of some other person
trying to get into the account.
The above reasons increase customer satisfaction rate up to 92%,
according to a report by Forbes.
Live Chat also scored the highest for the preferred channel of communication,
up against a helpline call and email support. Remember that customer
satisfaction and customer loyalty go hand in hand.
There is no step-by-step guide to tell you the exact way of
using LiveChat on your website. However, we have collected some useful tips to
supercharge your customer support using Chat tools.
A well-designed chat button helps get customers’ attention. Make
it easy to access, use colors that are consistent with your brand. It
shouldn’t be too distracting or irritating to your eyes.
Add an auto-activation trigger of say 5-10 seconds after the
website loads. Doing this increases the number of people using Live chat
Use trigger-based notifications to send personalized messages
using customer profile matching. You can customize targeted promotions and
other important reminders, like price changes.
Use customers’ names, they feel much appreciated. You can employ
a person's name for providing a personal touch. Greeting the returning
customers using their names makes for a good conversation starter.
As already mentioned, chatbots are a cost-effective way of
providing customer support 24*7. Give a name to your chatbot, clarify that the
customer is chatting with a bot, not a human agent. Aim for clear and concise
communication because it is the key to success. Make a conscious decision to
keep it simple and easy to interact with bots and agents.
Use pre-designed canned responses for saving time and effort. If
your system does not recognize the queries, ensure that the customer gets
quickly connected to a human agent.
Ensure that you are using automation to your advantage by
routing queries to the right specialists in the right department. Automation
saves a lot of time and provides efficient solutions. Sometimes you might be
confused about which department to send a particular query to keep the option
of sending to the agent directly.
You must train your support agents to detect fraud by utilizing
the customer authentication process. Follow all the security protocols and
guidelines like asking security questions, personal & account information.
Use a secured VPN to prevent data leaks.
With a phone call, it can be quite difficult to explain some complex information to customers. But, with Chat software, you can send links directing to the correct information. Co-browsing is an amazing tool to show/guide customers step-by-step.
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Customers long for personalized touch in this day and age of
technology. Use your agents’ name, picture, email address to show customers
when they are offline. You can also use your company’s logo, colors, and even
Chat transcripts are quite valuable for improving your business.
When you go through the chat transcripts, you can find valuable customer
insight. Use it for training and quality control for new support agents.
Leverage it to improve your website, product, and customer support.
Use post-chat surveys to collect customers' feedback. It shows
that you care for your customers and helps to keep a quality check. You can use
a simple five-point scale to gauge customers’ satisfaction. Emojis are widely
popular now, use them to make your survey forms more appealing.
Like most industries, one of the critical tasks in financial
chat support is the training of future support agents and maintaining quality
during the entire process. You need to roll out guidelines and set ground rules
for dos and don’ts. Ensure that every agent is following the guidelines.
First, you need to identify what sort of queries you can solve
over chat and phone. Most financial institutions resolve money-related queries
over the phone because it is easier to identify the customer’s identity. However,
additional security features are making chat software, like Duvim highly
effective and secure for every type of query.
identifying queries to solve over chat, train your agents:
● To provide accurate responses
● Become a fast decision-maker
● Excellent communicator
● To handle difficult customers
● Problem solver
If you haven’t yet decided, we advise you to take a free trial of Duvim. You don't need to enter your credit card details for the trial. When you provide an efficient, quick, and safe experience to your customers, your financial services will get a boost. Now that you have all the information, go try it. For inquiries, you can contact us via Chat, helpline number, or email.