Trends Report

Connect Banking Prospects With Human Help To Drive Sales

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

October 12th, 2018
Alyson Clarke, Principal Analyst
Alyson Clarke Principal Analyst
August du Pont, null
August du Pont
With contributors:
Benjamin Ensor , Piers Conway , Sam Bartlett

Summary

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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