Banking

Drive Organic Growth in Retail Banking with Better Customer Connections

Banks struggle to effectively serve and up-sell their existing customers, while at the same time meeting challenging efficiency goals.  Most banks do not have a means of managing the customer experience when customers transition between channels, yet most mass-affluent customers use multiple channels to buy their next financial product or service.  At just the moment when the bank has the greatest chance to deepen the relationship,  it  lacks  the ability to effectively transition customers from online to a banker in the contact center or branch to assist and simplify the buying process. 

Genesys is working with leading banks across the globe to enable them to dramatically improve sales and service performance by managing  their  cross-channel  customer  conversation. Conversations with customers occur over time and across different channels of interaction –- web, contact center and branches. When banks can integrate these channels and connect high-value prospects at any time with the best resource and marketing intelligence to close the deal, they can achieve a new level of organic growth and regain a lifetime customer commitment.

Genesys understands the need for today’s retail banks to manage customer conversations across channels in order to improve the customer experience and maximize sales. Industry challenges include:

• Customers increasingly interact with their bank through self-service channels, yet the most skilled sales resources reside in branches where traffic is falling
• A growing number of customers start their research and buying cycles online, but most banks have no or very limited online engagement with their customers
• Many customers make quick decisions, so banks that do not reach out and interact with prospects at the precise moment when they are in a buying mode, risk losing customers to the competition
• Cross-sell / up-sell success rates are very low, as banks lack a holistic view across channels of which products and services customers are most interested in

Banks that can optimize communications across channels have the opportunity to increase the effectiveness of up-sell/cross-sell to existing customers and to close more new customers.

• Increase satisfaction by connecting customers to the most optimal resource, no matter where that person is located
• Increase sales-through-service in the call center and branches
  • Achieve deeper customer relationships by enabling relevant cross-sell offers and appropriate advice supported by the resource who is most likely to close a sale
  • Target customer offers more effectively and intelligently through integration and knowledge of a customer's online behavior
• Drive more sales conversions online by engaging with customers at the precise moment that they are most interested in buying
• Maximize employee productivity by ensuring that bank personnel are working on the most valuable activity at any given time, such as providing highly personalized service to affluent customers

Learn more about Genesys’ experience in financial services