Move to messaging to keep customer conversations strong
BFSI
Get the message from banking customers yet?
Move to messaging to keep customer conversations strong
Financial brands that don’t master messaging will lose customers to the ones that do. Wondering where to start? TTEC can help.
Why messaging?
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Consumers are using technology to access financial services more than ever
Conversational banking emerges as a differentiator
A growing familiarity with bots and AI
Show your customers you’re listening with the TTEC Effect
It's time to get the message . ........................................................... 4
Messaging results speak for themselves .................................... 6
TTEC’s 3-month jump-start programme ...................................... 7
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Banking Customer Intents
How banking customers use messaging Improve CX and cut costs by
Deposit enquiry
using messaging to address your customers' most common reasons for contacting you. See how some of the industry's top intents are being served by non-voice channels.
Source: LivePerson
It’s time to get the message, or your competitors will What customers are saying about messaging Click or tap on an item to learn more
What you can do about it
of Europeans are willing to try mobile banking. 1 74%
of consumers say they would switch to a company that offered text messaging as a communication channel. 2 63%
What you can do about it
What you can do about it
of Millennials prefer a text over a customer service voice call. 3 83%
of financial services customers reported frustration at not being able to reply to a mobile message. 4 53%
What you can do about it
Sources: 1) McKinsey; 2) Avancho; 3) OpenMarket; 4) Sinch
Messaging results speak for themselves
more intents resolved per labour unit hour than voice 3.5x
to-serve 13%
reduction in overall cost-
cost-per- contact, down from $10.25 $3.97
concurrent messages, up from 3 chats 10
increase in NPS (from 43% to 67%) 15%
improvement in CSAT, compared to chat, peaking at 93% 8%
3-month jump start programme
Contact deflection
Messaging COE
Prove efficiency
Business case
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Projected benchmark results *
of customers will opt in 25%
occupancy 90%+
Reduced labour cost per interaction 50%
*based on actual LivePerson results
Got the message yet? TTEC can help make your shift from voice to messaging seamless. We’ve got decades of experience helping financial services firms take their CX, sales, and customer loyalty to the next level with the right mix of technology and people. Connect with an expert
About TTEC TTEC Holdings, Inc. (NASDAQ: TTEC) is one of the largest global CX (customer experience) technology and services innovators for end-to-end, digital CX solutions. The Company delivers CX technology and operational CX orchestration at scale through its proprietary cloud-based CXaaS (Customer Experience as a Service) platform. Serving iconic and disruptive brands, TTEC’s solutions span the entire enterprise, touch every virtual interaction channel, and improve each step of the customer journey. Leveraging next-gen digital and cognitive technology, the Company’s Digital business designs, builds, and operates omnichannel contact centre technology, conversational messaging, CRM, automation (AI / ML and RPA), and analytics solutions. The Company’s Engage business delivers digital customer engagement, customer acquisition & growth, content moderation, fraud prevention, and data annotation solutions. Founded in 1982, the Company’s commitment to CX excellence has earned its leading client NPS scores worldwide. TTEC’s nearly 65,000 employees operate on six continents and bring technology and human ingenuity together to deliver happy customers and differentiated business results. To learn more, visit us at ttec.com/EMEA.
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