Why Should Bank Websites Have Online Chat

In recent years, we have all witnessed the digital transformation of the banking industry. Moving from predominantly physical interaction with bank tellers and using paper bills, coins and cheques to purely online self-service banking activities, the banking experience through the years has completely changed. Long gone are the days when customers would wait in line at the local banks to cash a cheque or pick up their salary. Today, we are all taking advantage of the online banking services, ATMs and e-banking mobile apps.

However, despite all these advantages that bank websites offer, often customers need a human interaction. Whether that’s to solve a specific problem or a get an answer to a unique query, it’s important for customers to have the reassurance that there is a person from the bank that could help them. Hence the question frequently arises – why should bank websites have online chat? – And we have a few answers here.

What is Live Chat and How Does it Work?

Simply put, live chat is a tool that allows customers to interact with the organization and get more information about it. Live chat should be the place where customers can get quick answers to their questions concerning your bank’s products, services or opening hours. Most people like to use this form of communication because it provides them with security and can solve their problems effectively. Instead of calling the local branch, for many the live chat is more convenient method of acquiring information.

Some organizations choose to offer the live chat service through automated solutions like chatbots or similar AI tools, but there are some who employ their call center representatives to answer the live chat queries. In other words, if you were to reach out to the live chat of a certain website you may get an automated response from a chatbot, or could have the opportunity to speak to an official employee of the company.

Benefits from Using Live Chat for Your Bank Website

When trying to answer the question why should bank websites have online chat – one of the first things that comes to mind is the convenience and benefits that this tool provides. Imagine that many customers would have some queries about your bank services late in the evening or on the weekend when the bank offices are closed. Being able to serve them outside working hours can prove to be a success for your business reputation. In addition, implementing live chat on your bank website can:

Improve employee efficiency. When some of the basic support issues are resolved through the live chat, your employees can have more time to focus on more complex aspects of their operations. At the same time, your customers will get the support they need and your employees will be focused and engaged.

Increase customer satisfaction. It goes without saying that customers who get the support they need exactly when they need it this will increase their overall satisfaction from your bank. This builds their trust and loyalty towards your organization.

Allow data collection. Through chat communication you can easily gather information about your customers and use them for marketing purposes. Particularly, you can categorize them based on their queries and interests and direct your marketing efforts towards them.

Allow discretion for your customers. Sometimes clients can be hesitant to call banks to preserve their privacy if they are in an office or in a crowded place. Using live chat they can discreetly and privately communicate with your team and get the support they need.