Financial Services organizations face a tough combination of challenges, from an evolving marketplace to emerging technologies and regulatory compliance, each one adding complexity to customer interactions. Cross-channel solutions and frameworks are more important than ever in reducing time-to-benefit, increasing business value, and improving customer experience.
Financial institutions are saddled with rising customer attrition. Banks, brokerage firms, and insurance companies all wish to engage with their customers online or through their mobile phones — they can no longer survive with traditional 24/7 availability. Innovating with the market and technology trends and improving the customer experience at every stage with an integrated platform are key to building stronger customer relationships.
Customers are demanding the highest levels of security, sophisticated support, and immediate response to inquiries. To ensure success, institutions must demonstrate to the customer they want their business, understand their financial needs, and will protect their information with the highest level of security.
Channels such as Internet and mobile, comprehensive multichannel solutions, and improvements to traditional channels such as the bank branch are key for almost two-thirds of financial services firms surveyed by Forrester. With Moxie, companies can provide a cutting-edge multichannel delivery strategy to their customers. This gives customers the freedom to choose their preferred channel of communication with the institution.
With tools such as Live Chat, Email, Knowledge, and Web Self-Service, Moxie offers personalization of services, social media response and sentiment analysis, mobile capabilities, and much more for an enriching customer experience for Financial Services customers.
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