Banking By Appointment Is Here To Stay Beyond COVID, Reports ABA Banking Journal
“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 […]
Conversational Banking Trends – November 2020
Engageware today released its Engageware Labs monthly report highlighting Conversational Banking “Micro-Trends,” the detailed, low-level data driving the newest wave in digital banking. The report shows what credit unions and banks are experiencing as they deploy virtual assistants to build out their conversational banking strategy. This is not a survey of what people claim to do. This is real-time data showing real usage from financial institutions actually […]
Engageware and Webex: How Necessity Leads to Sustainable Innovation
I’ve talked with many Webex customers who want the simplicity, convenience and security to add video conferencing to their Engageware appointments to enhance meeting experiences. Through our partnership with Webex, banking associates, loan officers, portfolio managers and retailers can enhance customer interactions and ensure efficient operations. Engageware had the great opportunity to work closely with […]
Engageware Chatbot: Trends and insights as we head into 2021
2020 will be remembered for a lot of reasons (most we will want to forget), but for banking it will be remembered as the year that banking truly went digital. An increased dependency on digital banking saw a significant increase in reliance on digital self-service solutions like chatbots and live chat. In a recent webinar, […]
Conversational Banking Trends – October 2020
Engageware today released its Labs report highlighting Conversational Banking “Micro-Trends,” the detailed, low-level data driving the newest wave in digital banking. The report shows what credit unions and banks are experiencing as they deploy virtual assistants to build out their conversational banking strategy. This is not a survey of what people claim to do. This is real-time data showing real usage from financial institutions with […]
Why Banking Customers Switch: Covid-19’s Impact on Loyalty
COVID-19 has impacted us all. But as financial institutions, what impact has COVID-19 had on customer retention and switching? In a recent webinar our friends at Rivel revealed the latest data from the Rivel Banking Benchmarks that outline the impact that COVID-19 has had on customer experience and the top reasons consumers and businesses are […]
Engageware Retail Banking Customers Have Net Promoter Score (NPS) That’s More Than Twice Industry Average
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 […]
Banking-by-Appointment Drives Rapid ROI, Here’s How
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 […]
5 Best Practices for Knowledge Management at Financial Institutions
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, […]
Improve In-Branch Experiences and Physical Safety with Queue Management Software
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 […]
5 Simple Website Improvements for Banks and Credit Unions
A bank or credit union’s website is one of its greatest assets. For most people their first interaction with a bank or credit union is going to their website to learn more about them or their product offerings. This is why it’s important to ensure you have a good website design and are constantly looking […]
6 Insights from Banking Chatbot Activity in Q2 2020
Q2 was a roller coaster ride, to say the least. And not particularly the fun kind. Dealing with the immediate setbacks of the Coronavirus pandemic crisis, financial customers needed support from their financial institutions more than ever. In turn, banks and credit unions had to act fast to adapt to the ever-changing climate – and […]