An increasing number of banking apps now harness real-time communication solutions. These apps incorporate channels such as live chat as well as voice and video calls.
The reason for this is that these instant communication channels bring several crucial advantages in terms of customer care and security.
Here’s the full run-down.
It Increases Customer Trust
First, real-time communication creates a solid basis of trust.
Most people these days are aware of the risks associated with online financial interactions. Especially members of older generations are therefore reluctant to embrace digital solutions.
A lot of their anxiety is justified, given the prevalence of phishing scams and other cyber threats.
However, real-time communication can help alleviate these worries and increase trust in banking apps as well as banks themselves.
For one thing, these channels are securely integrated into banking apps and cannot be hijacked by cyber criminals.
For another, communicating with another person in real-time instantly creates a human connection that serves as a foundation of trust.
It Improves Overall Customer Experience
Another reason why banking apps increasingly integrate real-time communication is that it improves customer experience.
Customers no longer have to leave their banking apps in order to reach out. If they have any questions or concerns related to their accounts or financial products, all they need to do is to click on a button directly in the app to receive help via a secure channel.
This is a significant step up from having to search for the number of the bank and call separately. It’s an even bigger improvement over needing to visit the bank’s local branch in person.
It Helps Banks Decrease Risks
Finally, integrating real-time communication channels in their apps can also help banks decrease risks both for themselves and for customers.
Modern providers of real-time communication solutions guarantee secure, GDPR-compliant channels that can easily be integrated into banking apps via APIs and SDKs. This guarantees reliable safeguards against security and compliance breaches.
Furthermore, giving customers easily accessible channels through which to reach out to their bank addresses security in a much more basic way.
The most frequent security flaw that cyber criminals exploit are human errors.
If a customer does click on a suspicious link or enter their banking details in a dodgy online form, they might feel unsettled about it afterwards. But not enough to go through the trouble of reaching out to their bank branch.
Having instantly-accessible, real-time communication channels can eliminate these inhibitions.
It encourages customers to reach out if they have any security questions, which helps banks forestall potential damage.
Final Thoughts
Real-time communication channels – from live chat to video calls – are becoming more and more popular in banking apps.
The reasons for this are straightforward: These communication solutions help level up security, customer trust, and overall customer experience.
They provide accessible, secure avenues for customers to reach out to their banks. It is little wonder that more and more financial institutions are harnessing these advantages.
