In the offices of the bench, the bells are not heard so much or long lines are seen. Nor in the call centers. The current financial client has changed, and with him, the tools to attend him. In a context where immediacy and customization have become key factors, banks, insurers and fintechs are hugging new technologies such as agricultural artificial intelligence, Deep Learning and intelligent automation to redraw their link with users.
Change is not superficial or merely aesthetic. Digital transformation in the financial sector is translating into tangible results: more sales, more efficiency and care increasingly adjusted to customer expectations. The integration of channels, conversational analytics or omnicanal management are redefining the way of selling, interacting and loyalty.
According to INCONCERT data, technological specialized in customer experience (CX), the financial entities that have opted for omnicanal platforms have managed to shoot their commercial capacity. Specifically, 131% more managed opportunities, thanks to optimized monitoring that connects all channels and phases of the customer life cycle.
In addition, commercial processes automation has promoted productivity by 36%, by allowing real -time opportunities and freeing human teams from repetitive tasks.
Entities leading digital transformation no longer talk about customer service, but of integrated and intelligent experiences
“People do not want to queue, or repeat their history on each channel. They want fast, consistent and personalized answers,” says Paolo Boni, CEO of Inconset. “The entities that understand this and bet on a really integrated experience are leading the transformation of the sector. It is not just about digitizing processes, but to redesign the relationship with the client from scratch, with intelligence, data and agility.”
Hyperpersonalization and immediate response
One of the great advances is being the ability to adapt attention according to the origin and profile of the client. Entities that have invested in advanced platforms have managed to increase the customization of their channels by 92%, offering customs -made responses and even anticipating the user’s needs.
This approach not only loyalty, it also accelerates. The average response time has been reduced to just 30 seconds from the first contact, whether the client writes by WhatsApp, calls by phone or leaves a consultation on social networks.
From Channel to Ecosystem
The vision of customer service as a channel has been left behind. Today, the most innovative entities address it as a dynamic ecosystem where each contact point, from the app to the virtual agent, is connected and coordinated.
In that new scenario, the customer is not only a user, but a source of data that, well analyzed, allows us to improve not only attention, but also products, loyalty and profitability.
The conclusion is clear: those entities that have opted for a deep transformation, based on data, AI and automation, are already collecting the fruits. And most importantly: they are closer than ever of a client who demands more and more, but also rewards with his loyalty to whom he knows how to listen and understand him.
