In general, consumers interact with a brand 6-8 times before making a decision or purchase. By the time a customer makes their way to your website to open an account or apply for a loan, you should already know something about them. You can then use that to personalize and streamline their experience.
Similarly, if a customer walks into a physical branch, they don’t want to have to explain their situation from the beginning—and if they’re already a customer, they shouldn’t have to.
Omnichannel support allows you to connect customer data across all touchpoints—online, mobile app, phone calls, in-person experiences, and so on—into a single source. By centralizing everything, you always know where each customer is in their journey.
While omnichannel experiences have been a “nice-to-have” for some time, they’re only becoming more important in today’s digital world. Even as more people shift to online-first interactions with financial institutions, physical spaces and a human connection still matter. The key is tying all of these different touchpoints together into a cohesive experience.
While 32% of customers may prefer to avoid branches altogether, another 35% of total consumers prefer to have an in-person experience or connect with a real person for questions or financial advice. As a result, it’s essential to have connected, hybrid solutions and deliver a seamless experience anytime—and anywhere—a customer meets you.
Omnichannel solutions allow you to provide a quality experience wherever customers meet you and provide an interconnected, seamless experience for your customer.