Banking

Bots, Bots, Everywhere…  The Future of Automated Financial Sales Finally, it is here. We are enjoying the realities of conversational banking; being able to talk and text using natural language to do “banking-stuff.”    It’s a fun idea, and more than that, it is hugely significant. Bots and conversational banking, using natural language to streamline digital interaction is without a doubt the next […]

“We know customers who set appointments with their banker are typically more satisfied than those who don’t.” That’s according to Shawn Niehaus, SVP and director, retail financial centers and One Bank at Fifth Third who recently spoke to ABA Banking Journal. The recent article, featuring Engageware customers and other industry thought leaders, explores how appointment […]

Institutions with NPS Over 60 Have 26% Higher Growth In today’s climate of shifting consumer demand coupled with COVID restrictions, banks and credit unions are focusing on ways to keep customer engagement high, while also ensuring that the quality of each interaction remains a top priority. By offering online appointment scheduling to all customers, financial […]

The coronavirus pandemic forced banks and credit unions to pivot quickly to retool their operational strategies. Banking-by-appointment was deployed at warp speed to ensure customers had uninterrupted access to their trusted and knowledgeable experts for everything from financial advice to account services in spite of social distancing and limited branch access. Banking by appointment shifted […]

In our most recent webinar, we address the growing need for centralized knowledge management at financial institutions, and how to master it with 5 best practices. State of Knowledge Management in Banks & CUs 2020 has presented increasing demand for financial support and services.   Mortgage loan applications have skyrocketed. There is greater demand for refinancing, […]

In-branch banking has changed as a result of social distancing practices and customer preferences. But keeping customers physically spaced out doesn’t need to diminish the personal touch. Adding lobby management software to a suite of customer relationship technology gives retail banks and credit unions smart tools to keep up with new regulations while maintaining highly […]

As COVID infection rates continued to climb in parts of the country, it became clear for banks, credit unions, and other retail businesses, that there would be no immediate return to normal. Banking-by-appointment, once a nice-to-have option, is now a critical tool to maintain efficient, safe operations and grow business in the foreseeable future. A […]

COVID-19 has changed how every organization interacts with its clientele. Tasked with everything from new cleaning and sanitizing regimens to enforcing social distancing guidelines, banking leaders struggle to balance customer or member satisfaction and safe, efficient operations. Stephen Griffin, Senior Vice President, Regions Bank and Jean-Pierre Lacroix, president of SLD, a pioneer in designing retail […]

While many states are reopening or adjusting their restrictions, banks and credit unions must deliver nimble responses to demands from customers and employees for safety. As COVID becomes a long-term reality, striking the right balance between efficient operations, growth and safety for consumers and employees is key. To gain insights into the strategies banks and […]

For many of us, bank and credit union conferences allow the opportunity to step outside of our day-to-day norm and enter into a real-life showcase and lively conversation with like-minded banking professionals, industry leaders, and cutting-edge solution providers. This year, however, has proven to be a bit different. Just as the 2020 bank and credit […]

When COVID caused widespread closures in March, Fifth Third Bank pivoted quickly. They closed branches to walk-ins, promoted drive-thru window transactions, and extended the ability to make one-on-one appointments to all customers who wanted to meet with a banker either in-person or by phone. As part of the recent Future Branches Digital Summit, Engageware had […]

Online and traditional media outlets have been well populated with stories of the ways that banks and other financial institutions have responded to the pandemic, and how, despite the disruptions to our normal way of doing business, have provided unparalleled levels of service to their customers in need.  We spoke to one of Engageware’s many […]

A common issue afflicting many banks and credit unions is knowledge management. Policies, procedures and employee guides are hard to find, follow, and use — and even harder to manage. The situation has become exacerbated with many banking employees working remotely amid the Coronavirus crisis, and therefore no longer as easy to rely on asking […]

Small businesses in need of urgent financial assistance from COVID-19 disruptions are looking to banks for help. Specifically, there is a rush to apply for loans under the Paycheck Protection Program. The $349 billion small business loan program, part of the CARES Act, was launched last week, but a confusing set of guidelines from the […]

In response to overwhelming demand for a scheduling solution that’s quick to implement, but still powerful enough to balance COVID-19 restrictions and a coming surge in banking demand resulting from the CARES Act, Engageware created the Essential Banking Package. Here’s why. An Immediate Need to Revamp Operations While most of the nation is shut down […]

As individuals and organizations, we’re all navigating a sea of uncertainty surrounding COVID-19. Banks and credit unions are not exempt, and are being forced to make tough decisions that balance the need to protect employees and customers, while providing much needed support and service.  Thankfully, investments in digital banking technology are enabling banks and credit […]

Credit unions and retail banks are facing uncertainty in how to respond to customers efficiently in a time of a global health pandemic. Given the current move to service customers through digital means whenever possible, one of the trends we think is worth revisiting is voice technology for credit unions. While smart speaker adoption is […]

As the events of the last few weeks unfold, there is no questioning it  — we have found ourselves in an unprecedented situation – locally, nationally, and globally. The changing tide of the COVID-19 pandemic has set forth widespread economic, health, financial, and lifestyle changes, and it seems that no business, industry or sector remains […]

Engageware has concluded a preliminary study of appointment data and the surprising results may help Credit Unions better prepare for the peak times their customers want to engage with them. After a review of over 1m appointments across thousands of locations over the 6-month period beginning in June 2019 and ending in December 2019, the […]

As consumers, each time we interact with a company, it leaves an impression. Whether we’re placing an order, chatting with a live agent, visiting a physical store or branch, or browsing a website, these encounters have a major impact on how we perceive that brand. In an age when customers have more choices than ever […]

One of the best parts of my job is speaking with customers and learning how they’re using Engageware to improve the in-branch experience. I recently participated in a Future Branches Digital Summit  with Krystal Adams, vice president of member experience for Tucson Federal Credit Union.   Krystal is responsible for member experience across six retail branches and the credit union’s call center, as well […]

Providing powerful alerts for customers and staff to increase on-site appointments while creating better customer experiences Text notifications are one of the best ways to engage with people. Not just consumers, or staff… People! With everyone inundated with email marketing and other notifications, it’s easy for your opt-in notices to go…well unnoticed!   According to a […]

The benefits of online appointment scheduling for consumer retail, banks, and credit unions are well documented and include higher sales, loyal customers and members, and more engaged employees. But with most locations, there is a constant mix of pre-scheduled customers and walk-in traffic that must be engaged. This inconsistent visitor traffic can often lead to crowded lobbies and waiting areas, consumer confusion, and frazzled employees who need to balance a full calendar of scheduled meetings […]

Given the dramatic increases in customer expectations as well as the ever-growing number of options consumers can choose from today, brands ranging from national retailers to regional credit unions are overwhelmingly adopting new customer engagement strategies to drive high-value interactions, inspire repeat visits, and grow their business. One of the best ways to deliver more […]

Scheduling appointments has never been easier with Reserve with Google powered by Engageware. Reserve with Google is a direct way of enabling prospects and customers to gain access to immediate appointment bookings. It skips the hassle of scouring a website looking for the phone number to call. Automated phone answering services can be a labyrinth […]

Whether you’re skiing down the side of a mountain or kicking up your feet on a beach, everyone deserves their vacation time. Especially since research has shown that vacations can have a positive effect by forcing us to be more organized and on top of things when we are at work. But just because you’re […]

Banks are working hard to become more “friendly,” but is it working? Reputation.com’s recently released 2019 Retail Banking Reputation Report is a reminder of how banking still has quite a ways to go to address the customer dissatisfaction that’s impacting their Reputations Scores. Many banks are now just catching up to the reality that retail […]

Is your institution prepared for the stress of a conversion? Banking is evolving… quickly. Keeping up with the expectations of today’s consumers involves some hefty initiatives that, inevitably, will stress your staff – and your customers. Mobile conversions Online Banking conversions Rolling out new features and upgrades – Online Account Opening, Mobile Deposit, Bill Pay […]

Retail trends move quickly, but one that has staying power, and for good reason, is a focus on customer experience (CX). One major pillar for CX in 2019 is the link between personalization and engagement rates. Industry groups including the National Retail Federation found that this year brands are prioritizing “both the online and in-store […]

Branch transformation is at the forefront of retail banking efforts and it’s estimated that U.S. banks spent nearly $10 billion in 2018 to make these digital and in-branch conversions. Though much is happening behind the scenes, customer-facing technology enhancements and resource planning adjustments are the biggest changes that customers are likely to notice. Most notably, […]