The strategy focuses on enhancing the use of self-service channels by bank customers, aiming to minimize their reliance on call centers and branch visits. In the first part, digital engagement is enhanced through surveys to identify barriers, user-friendly tutorials, and app interface improvements. An awareness campaign is launched, offering incentives and personalized recommendations to increase app usage. An example is using social media to explain app benefits or collaborating with tech influencers.
Next, staff training and incentivization are emphasized. Workshops and role-playing sessions are organized to handle objections, and a reward system encourages staff to guide customers towards digital solutions. The creation of digital ambassadors and a knowledge base supports these efforts.
Lastly, self-service technology is optimized. An audit of digital services is conducted to ensure efficiency, alongside deploying ITMs and integrating AI chatbots for assistance. Collaborations with fintech firms bring cutting-edge solutions, and monitoring systems ensure quick resolution of technical issues.
The strategies
⛳️ Strategy 1: Enhance digital engagement
- Conduct a survey to understand barriers to using digital channels
- Develop user-friendly tutorials for each self-service option
- Improve app interface for a seamless user experience
- Launch an awareness campaign about digital options through email and SMS
- Offer incentives for first-time users of digital channels
- Create a dedicated section for FAQs and troubleshooting tips
- Implement a feedback system for continuous improvement
- Provide personalised recommendations based on user behaviour
- Use social media to highlight the benefits of self-service options
- Collaborate with tech influencers to showcase app features
⛳️ Strategy 2: Train and incentivise staff
- Organise workshops for staff on the benefits of digital channels
- Set up role-playing sessions to address customer objections
- Implement a reward system for staff who convert branch and call center queries to digital
- Train staff to guide customers through digital alternatives during interactions
- Create digital ambassadors within the bank branches
- Develop a knowledge base for common digital queries
- Survey staff for insights on customer hesitations
- Introduce a recognition program for staff contribution to digital adoption
- Provide continuous training on new digital features
- Implement a mystery shopper program to assess staff's digital promotion effectiveness
⛳️ Strategy 3: Optimise self-service technology
- Conduct an audit of existing digital and ATM services
- Ensure ATMs and CDMs are stocked and functioning optimally
- Deploy ITMs with video banking capabilities in strategic locations
- Integrate AI-powered chatbots for instant customer assistance on the app
- Regularly update the app for security and feature enhancements
- Collaborate with fintech firms for cutting-edge technology solutions
- Set up a monitoring system for quick resolution of technical issues
- Use data analytics to predict and address app usage bottlenecks
- Implement push notifications for new features and maintenance updates
- Design seamless transition experiences between different digital platforms
Bringing accountability to your strategy
It's one thing to have a plan, it's another to stick to it. We hope that the examples above will help you get started with your own strategy, but we also know that it's easy to get lost in the day-to-day effort.
That's why we built Tability: to help you track your progress, keep your team aligned, and make sure you're always moving in the right direction.
Give it a try and see how it can help you bring accountability to your strategy.
