Customers Need Live Support
According to the data, people are looking for how their financial partner has and continues to respond to COVID-19. There are a few examples of where financial institutions should be looking to make an immediate impact, and then evaluate the long-term. The first example is around financial associate tools. Our research shows it is important for people to be able to speak with a financial associate and that customers want that live connection. Customers are also interested in entering a physical branch, more so than previously. So, as you evaluate what that conversation looks like between a financial associate and a customer, you must ask yourself questions such as, “do they have the right tools – digital tools and apps – that they need and the right platforms on which to interact with customers?”