7 Tips for Improving Digital Banking Experience
By automating traditional banking services, banks have enhanced customer engagement, improved profitability, and enhanced control. Digital banking allows customers to transact through various secure online channels while banks ensure data security, regulatory requirements, risk mitigation. It aims at making banking easier for the customers by availing of 24/7 services, facilitating online payments, and allowing for the automation of regular utility bills. Besides extending banking services to remote areas, digital banking leverages digital funds transfer to lower the risk of counterfeit currency. It also strengthens customer security and restricts the circulation of black money.
As technology evolves, new banking technologies are introduced in the banking sector. They aim to improve customer experience, increase online banking and data security, introduce new features into the digital banking system, and more. Banks and other financial institutions should constantly look for recent trends and improve accordingly. Below are tips for enhancing the digital banking experience.
Enable online onboarding
Online onboarding helps potential customers register their accounts online and know their options. The onboarding stage shapes customer relations and affects brand reputation, determining how clients view your business in the future. An excellent online onboarding process should offer personalization to enhance sales effectiveness and create a good user experience. It should also allow any time access to any internet-connected device.
The ideal digital onboarding solution should comply with stipulated banking regulations while observing the KYC procedures, which involve face verification, document verification like utility bills for proof of address, biometric verification, and ID verification using technologies such as ID scanning, automatic verification, and more. Combined with anti-money laundering regulations, KYC regulations help limit fraud. The right onboarding tool should meet high-security standards and integrate with existing banking systems like CRM. Besides supporting advanced analytics, online onboarding solutions also help streamline employees’ work.
Enhance mobile selling
As banks join the e-commerce business world, the chances to independently engage with buyers and sellers or introduce a new product to them decreases. Establishing an online presence puts banking institutions to effectively market their traditional banking products and sell new products sought by online users. Through the internet, banks can create portals where buyers can visit and purchase the available services. Using the electronic billing system, banks can send out bills and recurring process payments on behalf of companies and individuals, enhancing the banking experience.
Ensure mobile apps are up to date
The arrival of mobile banking technology has made it easy for clients and other users to conduct transactions on the go. However, banks need to ensure regular updates for improved performance and customer experience due to continuous technological improvements. Mobile app updates protect customers’ personal data and banks’ valuable information from cyber insecurity where hackers steal data to commit fraud and other crimes.
Outdated apps are slow, and a failure to update increases load times which negatively affects user experience. Updating your mobile banking apps ensures improved performance and also helps fix bugs. It also helps get new and improved features for a good user experience and also for rebranding.
Provide outstanding in-app customer support
Even with the simplest designed digital banking app, customers can still face challenges when transacting. This can frustrate and force them to look for more straightforward options, abandoning the app. Having a built-in customer support feature helps your clients access help as and when they need it. Lack of in-app customer support can lead to dissatisfied clients and low digital app transactions, resulting in unmet business targets and goals. Consider adding in-app customer service for an improved digital banking experience.
Provide a solution to customers’ problems
Customers don’t always need every available app feature as it doesn’t always enhance usability. Instead of offering customers layers of useless apps, provide them with a solution that solves a specific problem they’re experiencing. Examine your product and service features from a value-added perspective to see what your customers need to make their digital banking experience more manageable. Consider taking advantage of data analytics and other tools to help you identify unmet needs and find ways to fulfill them.
Foster a genuine emotional connection with the customer
Banking institutions are guilty of information overload and complexity, which creates a gap between them and their customers. To improve the digital banking experience, banks should build lasting, emotional relationships with their clients. Consider introducing improved and more personalized experiences, better user experience, and a design that makes your products and services appealing and engaging.
Talk to consumers
Talking directly to your consumers will help you understand the kind of experience they need. Conduct surveys to have customers answer questions on the digital experience they want, eliminating user experience guesswork.
Online banking not only benefits customers but banks as well. Use the above tips to improve the digital banking experience.