If you use IVR as part of your call handling, you need to think about NextGen IVR. It’s an essential upgrade when it comes to positive customer experience.
Today, customers demand digital from their banks. During 2015, there were 11 million internet bank logins a day and this number is only set to continue growing as on-the-go consumers increasingly want to check balances, make payments and even apply for a mortgage at the touch of their thumbs.
However, the expectation for customer experience professionals to serve customers centred on their mobile phones creates a huge challenge: delivering relevant and timely information to each and every customer. And with so much choice now on offer, customers will easily go elsewhere if they do not get the level of service they expect.
Download our latest eBook, packed full of unique research conducted by Engage Hub, to discover the latest consumer trends, growing expectations and exactly how to deliver the personalised experience that your customers crave.