Choppy Waters

Try this:

Map out the customer journey for your top two to three products or services so you know what it’s like to go through the process. You can do this by reviewing customer feedback, collecting feedback from staff, and reviewing reports in your origination and core banking systems. Once you’ve identified what the current process looks like and where the common friction points lie for both staff and customers, document them and then consider where technology can help them remove friction from the journey. 

Once you work out your friction points, you can begin finding the right tech solution to solve them. If your customers:

• Tend to walk out of branch when wait times appear long: Implement appointment scheduling software so customers can pre-book a time to come back when they know they’ll get served immediately. A lobby management solution can also help ease the experience.
• Have to return for multiple follow-up appointments: Try capturing more info when customers book appointments so your staff is better equipped to serve them. You can also send email reminders to bring the right documentation, lowering the chance of needing a follow-up appointment.
• Require help understanding their options and completing applications: Online account or loan origination could help. This allows customers to see the options available to them online before they come into the branch so they have a foundation of knowledge, with the understanding that they can schedule time with an advisor at any point if they get stuck and need help.

Check out our Appointment Scheduling Growth Guide for more tips to ease friction at every stage of the customer journey.