Financial institutions worldwide are struggling with the obstacles produced by information silos and disparate customer data systems that prevent global support and service call centers from delivering exceptional customer service.<\/p>\n
Customer service representatives often need to move between a wide range of applications, as well as access information from both internal and external data sources, to securely handle customer complaints and inquiries. Gathering and analyzing data, while also striving to provide customer support quickly and efficiently, can be challenging tasks for your employees.<\/p>\n
A recent Bain report revealed that customers make more than\u00a050% of their banking interactions via digital channels in 18 of the 22 countries studied<\/strong>. Furthermore, the 431% of customers expect social media channels to be integrated with other customer service channels<\/strong>. This demand creates a customer service environment that is more complex than ever, with multiple channels and countless customer data.<\/p>\n Some banks are addressing this complexity, while others are struggling to stay afloat. In 2016, in the U.S. Retail Banking Satisfaction Study, Senior Director of Banking Services Paul McAdam stated:<\/p>\n \u201cEstablishing customer service tools for competitive differentiation is key to a successful way forward. We clearly see that leaders in customer satisfaction in commercial banking excel as they find the sweet spot by providing a great digital experience, backed by personal service.<\/p><\/blockquote>\n It's a competitive environment, and financial institutions that leverage technology and process automation (such as robotic process automation (RPA)) and improve their customer service operations will surely thrive.<\/p>\n Leveraging software robots to improve customer service is an investment in the longevity and loyalty of your relationships and the future of banking. In 2015, 79% of consumers viewed their banking relationship as purely transactional, an increase of 81% from 2014.<\/p>\n Here's how you can reverse this trend with Robotic Process Automation (RPA):<\/p>\n The Robotic Process Automation (RPA)<\/strong>\u00a0It allows you to offer real-time access to data from any application and eliminates the need for employees to manually enter various systems to track information that remains trapped in different enterprise silos. With a complete view of the customer profile immediately accessible in just a few clicks, your customer service representatives can identify and take advantage of sales opportunities and increase them while speaking with customers.<\/p>\n Software robots can be implemented to\u00a0run automatically<\/strong> complex integrations of email, call center applications, and core banking systems, with no coding required. This allows your IT team to meet the company's needs for system integration and cost reduction, while also enabling the highest levels of customer service and support.<\/p>\n Robotic process automation\u00a0eliminate manual and lengthy searches<\/strong> of information by providing immediate access to customer data in CRM, ERP, and core banking systems. By eliminating data silos, your employees can access the information they need in a timely manner to perform their jobs quickly and effectively. With fewer manual and routine tasks to deal with, staff productivity improves and employees can offer greater value to your organization.<\/p>\n Integrated customer information, which can be easily found, means that you can\u00a0reduce call center wait times<\/strong> to meet and exceed their service level agreements. Your representatives can gather the information they need, when they need it, and eliminate long wait times or service delays. They have more time to focus on the customer, understand their needs, and improve relationships and their satisfaction.<\/p>","protected":false},"excerpt":{"rendered":" Las instituciones financieras de todo el mundo\u00a0est\u00e1n\u00a0luchando con los obst\u00e1culos producidos por\u00a0los silos de informaci\u00f3n y los\u00a0sistemas dispares\u00a0de datos de los clientes\u00a0que impiden a\u00a0los centros de llamadas de soporte y servicio globales ofrecer un excepcional servicio al cliente. Los representantes de servicio al cliente a menudo necesitan\u00a0moverse entre\u00a0una amplia gama\u00a0de\u00a0aplicaciones, as\u00ed como\u00a0acceder a la informaci\u00f3n […]<\/p>\n","protected":false},"author":12,"featured_media":3474,"comment_status":"closed","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"_acf_changed":false,"_et_pb_use_builder":"","_et_pb_old_content":"","_et_gb_content_width":"","_joinchat":[],"footnotes":""},"categories":[52],"tags":[78,75,77,72,76,73,74],"class_list":["post-3473","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-industry","tag-aumentar-la-productividad","tag-automatizacion-robotica","tag-automatizar-el-servicio-al-cliente","tag-banca","tag-rpa","tag-servicio-al-cliente","tag-transformacion-del-servicio-al-cliente"],"acf":[],"_links":{"self":[{"href":"https:\/\/yakidoo.com\/en\/wp-json\/wp\/v2\/posts\/3473","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/yakidoo.com\/en\/wp-json\/wp\/v2\/posts"}],"about":[{"href":"https:\/\/yakidoo.com\/en\/wp-json\/wp\/v2\/types\/post"}],"author":[{"embeddable":true,"href":"https:\/\/yakidoo.com\/en\/wp-json\/wp\/v2\/users\/12"}],"replies":[{"embeddable":true,"href":"https:\/\/yakidoo.com\/en\/wp-json\/wp\/v2\/comments?post=3473"}],"version-history":[{"count":1,"href":"https:\/\/yakidoo.com\/en\/wp-json\/wp\/v2\/posts\/3473\/revisions"}],"predecessor-version":[{"id":3475,"href":"https:\/\/yakidoo.com\/en\/wp-json\/wp\/v2\/posts\/3473\/revisions\/3475"}],"wp:featuredmedia":[{"embeddable":true,"href":"https:\/\/yakidoo.com\/en\/wp-json\/wp\/v2\/media\/3474"}],"wp:attachment":[{"href":"https:\/\/yakidoo.com\/en\/wp-json\/wp\/v2\/media?parent=3473"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/yakidoo.com\/en\/wp-json\/wp\/v2\/categories?post=3473"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/yakidoo.com\/en\/wp-json\/wp\/v2\/tags?post=3473"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}Capture customer attention in real time<\/h2>\n
Automate customer service activities<\/h2>\n
Increase efficiency and productivity<\/h2>\n
Exceed Service Level Agreements (SLAs)<\/h2>\n