Why should banks invest in self-service?
Posted: Mon Jan 06, 2025 6:18 am
The reasons why self-banking is now a consolidated reality are many and varied and tend to vary depending on the context, but in general they all have two elements in common: the need for companies to offer a customer-centric experience and the desire of customers to access simple, flexible and effective services. We have tried to collect these reasons in three macro groups.
Possibility to offer customers the possibility of constant monitoring
During 2020 and 2021, we have witnessed the closure of numerous physical branches and, in the case of some services, the permanent transition to digital environments . On the other hand, the period of great uncertainty iceland whatsapp resource that we are experiencing – with the increase in the cost of living and unstable market conditions – has led to the search for tools that can guarantee us constant monitoring of the state of our finances . For this reason, all those applications that allow us, for example, to check our account balance while we return home on the train in the evening or that allow us to pay a bill that we had forgotten about even after the banks have closed are gaining increasing success.
Increase service efficiency
It might seem that self-service banking has become indispensable because it has replaced the direct relationship with consultants or the people who work behind the counter, but this is absolutely not the case. On the contrary, rather than narrowing the spaces for dialogue, self-service banking has multiplied the opportunities for contact with the bank , freeing human operators from more repetitive or lower-value activities and allowing them to focus on solving complex problems. In this sense, what a solid self-service strategy allows you to achieve is greater efficiency and increased productivity : teams, which can divert redundant and low-value queries, receive great support in carrying out daily tasks and at the same time help generate more revenue. Having more time available, they can in fact expand their skills, putting them at the service of higher business objectives, to a greater and more dynamic extent.
Possibility to offer customers the possibility of constant monitoring
During 2020 and 2021, we have witnessed the closure of numerous physical branches and, in the case of some services, the permanent transition to digital environments . On the other hand, the period of great uncertainty iceland whatsapp resource that we are experiencing – with the increase in the cost of living and unstable market conditions – has led to the search for tools that can guarantee us constant monitoring of the state of our finances . For this reason, all those applications that allow us, for example, to check our account balance while we return home on the train in the evening or that allow us to pay a bill that we had forgotten about even after the banks have closed are gaining increasing success.
Increase service efficiency
It might seem that self-service banking has become indispensable because it has replaced the direct relationship with consultants or the people who work behind the counter, but this is absolutely not the case. On the contrary, rather than narrowing the spaces for dialogue, self-service banking has multiplied the opportunities for contact with the bank , freeing human operators from more repetitive or lower-value activities and allowing them to focus on solving complex problems. In this sense, what a solid self-service strategy allows you to achieve is greater efficiency and increased productivity : teams, which can divert redundant and low-value queries, receive great support in carrying out daily tasks and at the same time help generate more revenue. Having more time available, they can in fact expand their skills, putting them at the service of higher business objectives, to a greater and more dynamic extent.