How to optimize customer care in the finance world

How does customer service play a strategic role in the loyalty and reputation of finance companies? What are the ways and channels through which to build this relationship of trust?

The financial industry is undergoing a radical transformation, driven by digitization and an increasing focus on customer experience. The customer care in the finance world no longer represents a simple customer service, but has become a strategic element in differentiating from competitors and building lasting relationships with customers.
In an industry where trust is paramount, providing excellent customer service can mean the difference between retaining and losing your customers. In this article, we will explore how to provide service, the benefits of relying on a contact center in the finance sector, and how INGO can help create a customer experience of excellence.

Ways to assist in financial services industry

In a finance industry context, customer care refers to the set of practices and strategies put in place to ensure that customers receive high-quality care and support during their interactions with financial institutions. From handling inquiries to making complaints, the customer journey in the finance sector faces specific challenges, given stringent regulations and high customer expectations.
Personalization of the experience has become crucial: this requires a combination of advanced technology and human expertise, where data analytics are integrated with operator empathy to create a truly distinctive customer care experience. Multichannel is also a key pillar in customer care in the financial sector.

Phone support

Telephone assistance is one of the most traditional and widely used modes in the financial services industry. Customers can contact an operator directly for support on specific issues, such as:

• Product information: clarification on bank accounts, loans, mortgages and investments.
• Technical assistance: troubleshooting problems related to online access or use of banking applications.
• Complaint handling: submission of grievances and claims.

This interaction provides direct and immediate contact, allowing customers to receive quick answers to their problems.

Email and chat support

Chat and email are instead contact tools for already more advanced users:

• Email: customers can send detailed inquiries and receive written responses. This method is especially useful for complex issues that require written documentation.
• Chat: Live chats allow instant interactions. Customers can receive assistance in real time, improving service efficiency.

These modes not only increase convenience for customers, but also allow companies to handle multiple requests simultaneously.

Support through social media

With the increased use of social media, many financial institutions have also begun to use these platforms to provide assistance. Benefits include:

• Instant access: customers can contact companies through familiar channels such as Facebook and WhatsApp.
• Public visibility: social media interactions can enhance the company’s reputation by showing active engagement in customer care.
• Quick answers: companies can respond quickly to questions, improving customer satisfaction.

Assistance through AI

Artificial intelligence is completely changing the way customer care is managed, including in the finance sector, allowing repetitive processes to be automated and immediate responses to be provided.
Evolved chatbots can handle basic requests such as balance checks, product information or assistance with common transactions, freeing up human resources to handle more complex situations that require empathy and decision-making skills.

The benefits of a specialized solution provider for the finance industry

Relying on a contact center with experience in the financial sector offers many advantages:

• Specialization: ensures operators trained specifically on industry issues, with in-depth knowledge of specific products, services and regulations. This results in more accurate and relevant answers, reducing resolution time and increasing customer satisfaction.
• Scalability: a specialized contact center can quickly adjust resources based on contact volumes, effectively handling seasonal peaks or emergency situations without compromising service quality. This is especially important in the financial sector, where events such as tax deadlines or new product launches can generate sudden increases in service requests.
• Economic savings: outsourcing customer care to a specialized partner makes it possible to turn fixed costs into variable costs, optimizing the budget and improving the return on investment.
• Increased operational efficiency: a solution provider centralizes customer care operations, enabling more efficient management of requests. With the help of advanced interaction management tools, agent performance can be monitored and workflows managed.
• Personalized customer experience: by using advanced technologies, contact centers can offer personalized service.
• Compliance and security: in the finance sector, compliance is critical. Contact centers can ensure that all interactions comply with regulations while protecting sensitive customer data.

Specific challenges of customer care in the finance world

As is obvious, benefits also correspond to special management issues in such a sensitive area.

• The first is undoubtedly regulatory complexity: operators need to keep abreast of changing regulations and ensure that every interaction meets compliance requirements. This means ongoing training and rigorous procedures that ensure compliance without compromising service quality.
• Security and privacy pose another crucial challenge. Customers share extremely sensitive information, and financial institutions must ensure maximum protection during any servicing interaction.
• An additional element of complexity is theurgency that characterizes many requests in the financial field. A problem with a payment, an anomaly on a credit card, or difficulty accessing one’s online financing are situations that generate great stress in customers and require quick and effective responses.

INGO’s customer care solutions for the financial sector

INGO has developed acomprehensive and customizable offering to support customer care in the finance world.
Our approach is based on the seamless integration of human expertise and cutting-edge technology, to ensure an excellent customer experience across all contact channels.
The team of specialized operators is constantly trained on the latest regulations and market trends, ensuring accurate responses that meet compliance requirements. Each operator possesses not only advanced technical skills, but also strong interpersonal skills, which are essential for handling potentially stressful situations such as those related to financial issues.
The INGO’s proprietary omnichannel platform seamlessly integrates phone, email, chat, social media, and instant messaging, allowing customers to choose their preferred touchpoint and ensuring continuity of experience when switching channels.

Why choose INGO?

Choosing INGO means opting for an experienced partner in providing customer care solutions. With a focus on technological innovation and an unwavering commitment to customer satisfaction, INGO can improve the customer experience and optimize operational processes. Our customized approach and scalable solutions ensure that companies can respond quickly to their customers’ needs, increasing customer retention and satisfaction.
Our philosophy is based on creating long-term partnerships with our customers. We do not simply provide a service, but we become an integral part of the customer experience strategy, actively contributing to continuous process improvement and innovation in our offerings.