For eBusiness & Channel Strategy Professionals

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	December 18, 2008 Optimizing Online Banking Customer Contacts A Checklist For Improving Self-Service During The Downturn by Emmett Higdon with Benjamin Ensor, Brad Strothkamp, Courtney Tincher

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Executive Summary

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.

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