Improving the customer experience in financial institutions is not a new idea. Financial institutions have been exploring its potential for decades. In the past, and even still today they rely largely on anecdotal feedback from branch staff and informal comments and suggestions from account holders. Such procedures are archaic by today’s standards with the technology that is now available.
AVA’s IOT approach to solve this problem gives the banking industry an easy “plug and play” solution to enhance the overall customer experience. AVA can help banks understand and interpret how their customers are navigating the banking experience. We can help the banking industry manage customer flow, leverage staff and available services to optimize each customer.
Elevating and enhancing the customer experience is the key to winning, growing and retaining customers in an increasingly competitive environment.
AVA’s sensors capture the customer’s journey throughout their banking experience.
Our solution captures every stop, how long they spent, down to product specific insights. We can help financial institutions understand customer behavior and deliver rich insights on how they navigate the space and experience bank offerings.
AVA gives the banking industry a solution that can help build new customers, retain existing clients and grow services existing accounts.
AVA sensors allow a unique opportunity to understand age group and gender behavior within the banks retail space. Bank customers are all at different stages of their financial journey. Understanding the demographics within specific bank branches can help banks better serve their customers in the physical space. Each branch can tailor specific services to meet consumer needs.
Delivering a consistent, high level experience is key to customer retention. Customer service in the digital age must begin to incorporate consumer emotion into the equation. Banks deal with millions of dollars every day and have focused on making the process easier and more convenient. The consumer is very emotionally tied to their finances, banks today have an opportunity to build trust, and win loyalty by addressing the consumers’ needs at a deeper level beyond the transaction itself.
Understand how a customer is feeling during their experience by capturing their sentiments during their bank visit. Were they pleased with the teller experience? Were they frustrated waiting for a banker?
Engage your customers with interactive kiosks to begin their journey into the many programs and services available. Ask the expert can immediately connect a customer inside their local bank branch to a specialist to answer questions and begin the process. Whether it is for personal use, or business a kiosk rich in information is a great start to begin the process:
Bankers can now be updated when a “high value” customer has entered the bank. Customers can feel welcomed, as they are greeted and welcomed into “their” bank.
Many times a customer visits the local branch when a problem has arisen in their accounts.
A bank employee can change the entire experience by addressing the customer quickly, and personally.
When customer’s issues are as important as their balances, a strong and trusting relationship is built.
