Wouldn't it be great if banks could get a report on what customers ACTUALLY thought about their products, services and overall offerings? No, we’re not talking about focus groups or surveys. We’ve all done those before, right? They may be helpful for banks like us to gain some insight as to how our customers gauge our services, but wouldn’t it be great if we could somehow be a fly on the wall during some of those un-administered conversations?
Even better, wouldn&rsquo... [More]
We recently converted to a new bill pay service in online banking. In the past, this would have generated a large number of calls to our Call Center. However, one of the customer service features available now is online chat. This has proven to be a real benefit for customers who can get answers to "how do I...?" questions in real time as they are paying their bills. Now that the conversion is complete, we expect this will also benefit our new customers as they begin to use the service for the f... [More]