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For eBusiness & Channel Strategy Professionals

Connect Banking Prospects With Human Help To Drive Sales

Digital Feature Fix: Offer Prospects Both Self-Service And Human Help

October 12, 2018


  • By Alyson Clarke,
  • August du Pont
  • with Benjamin Ensor,
  • Piers Conway,
  • Sam Bartlett

Why Read This Brief

A common pitfall on banks' sales sites and mobile apps is that it can be difficult or even impossible for prospects to get human assistance when researching and buying a product. Switching to a human touchpoint during the process usually means starting over rather than continuing the purchase journey they already started. This brief explains how digital banking teams can integrate human help into digital touchpoints to improve the digital purchase journey and drive sales, illustrating good practices from leading firms.

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