April 24th, 2020
Are you investing enough to capitalize on the power of this tool?
Does your website provide the same standard of customer experience as your best performing branch?
If you can’t answer yes with certainty, then it’s very likely you’re not only allocating resource investments suboptimally, but also may be providing a negative experience for your customers. Right now, the stakes are higher. Providing your customers a substandard experience is exacerbated by the stress and financial duress many Americans are feeling. Now more than ever they value a partner they can trust, one that feels like they are in their corner, when so many people are feeling left alone to navigate this new scary reality. Lastly, what is the impact of an investment into adding a few new call center reps? Perhaps it reduces call wait times 20%, which is a good thing. But that same investment into your website and the digital experience it provides your customers can have an impact exponentially greater.
You can learn more about ways to ensure your most powerful asset - your website - is providing the standard of service and level of experience your customers are seeking and deserve below.
Here’s the good news: Our award-winning team at FFW are experts at building or improving digital experience platforms. We have helped many of the world’s most notable brands and organizations facilitate incredible experiences, fostering new avenues for service and collaboration. Knowing every situation is unique, we take a tailored approach to each project, emerging with a bespoke solution that delivers on an organization’s digital and business goals. Contact us to set up a brief initial discussion with one of our team members to learn more about how FFW can help.
The surge in online banking usage will not phase out with COVID-19
User reliance on online banking services has continually climbed for years, and it’s likely this will see an even more dramatic rise even after the fallout of the pandemic has cleared away. In 2019, the number of digital banking users in the United States was expected to surpass 161 million, over a 20% increase from 2014 (Statista). Now, people who had formerly rejected digital channels are being forced to try them, and are ultimately creating new habits that will stick long after the pandemic ends. It’s no longer just younger, tech-savvy generations who are choosing to go online rather than go to their regional branch -- it’s everyone.
Proactive measures will set you and your customers up for success. Now, and for years to come.
With the current influx of people using digital banking services, it might be tempting to halt any additional developments or updates till after things settle. But doing so would be doing a major disservice to the many people now completely reliant on the one branch they feel safe entering. Your website. Proactively updating your site will allow you to create pre-curated and live messaging, improve information intuitiveness, and disseminate information in a way that’s accessible to all.
Continuously improve customer experience
Does the influx of new online users mean you should be considering a full replatform and redesign? Not necessarily. While that can certainly be an option, what may be even more beneficial is evolving your site through gradual, regularly-cadenced updates and maintenance. Continuous development and optimization are not major overhauls to your website, but with ongoing efforts, they can result in marked improvements similar to those of a full replatform. Findings from user research or A/B testing can gradually be incorporated into your website as this knowledge is gained, because you’re implementing constant developments, rather than creating drastic changes and waiting two years for another redesign.
