December 18, 2008

Optimizing Online Banking Customer Contacts

A Checklist For Improving Self-Service During The Downturn

This is the fourth document in the "Surviving The Financial Crisis" series.

by Emmett Higdon

with Benjamin Ensor, Brad Strothkamp, Courtney Tincher

Executive Summary (This is a document excerpt)

Given the continuing turmoil experienced by financial institutions, the last thing customers need from their bank is more uncertainty. Yet when posing a question online, many customers are often left guessing about how and when they will hear back from the bank. Now, more than ever, customer service managers must ensure that customers' questions are being answered quickly, accurately, and to their satisfaction. eBusiness channel managers must streamline contact procedures, connect customers with a representative quickly when necessary, and confirm that questions have been adequately addressed. Anything less could leave customers wondering if their bank is really looking out for them and deserves their business.

Buy Risk-Free

Download and print PDF immediately. Price: US $499

Our Money-Back Guarantee: If you are not completely satisfied, return it for a full refund within three weeks of your online purchase.

Already a Forrester Client?
Log in to read this document.