From banking to brokerage, Financial Services institutions are under pressure to attract new clients and retain current ones and to do more with less—keep service costs down even while increasing acquisitions and pushing for greater share of existing clients’ business.
To succeed in both, service experiences must be made personalized and more relevant to customers, and service processes made more efficient for the business. That means delivering on the expectation that information is accessible and transactions doable in whichever channel is convenient to and preferred by customers, such as opening an account on the website, accessing it from the smartphone and getting help from contact center agents in online chat when problems arise. Being there builds trust.
It also means ensuring that customer history and strategic business intelligence are optimized in every service interaction. Client profile and customer history must help guide the steps in the business-to-client conversation or self-service experience to make the customer experience targeted and efficient, and make the most of every cross-sell opportunity.
It comes down to making sure your data and service processes are working together, streamlined with customer touch points, fine-tuned to business goals and helping optimize the customer experience.
The KANA Approach
KANA integrates your organization's business processes and data with your customer communication channels. The resulting process agility enables organizations to make the frequent changes to customer experiences and service operations needed to balance internal goals of cost reduction and revenue growth with customer needs and expectations.
KANA breaks down inefficiencies, such as unnecessary steps in the customer interaction process, and laborious and costly process coding. Changes made centrally translate immediately to selected systems and processes, making it easy, for example, to keep up with regulatory compliance.
Customer history—prior transactions and communications in any channel with your firm, including social media—is incorporated to personalize the customer experience. And business intelligence informs the service process and can be optimized across any number of customer segments. With targeted and reliable information consistently at their fingertips, your customers have better experiences and your advisors and call center agents can focus on improving the client relationship.