Timely Notifications: Streamlining Your Customers’ Experience

  • Posted by: Kenneth Ogada
  • Category: Blog

Do you often find your team struggling to deliver the notifications your clients need in a timely fashion? Does the absence of an efficient system leave your team grappling with delays and errors? It’s a familiar hurdle for many financial institutions, but the game-changing solution your team seeks may be closer than you think. It’s time to ask: can automation be the game-changer your customer service team needs? Join us on a journey into the world of advanced events and notifications systems, where we explore how automation can revolutionize your customer service processes and elevate the overall client experience.

Keeping Your Team Ahead in the Game

Consider this: your team is committed to delivering top-notch customer service. It’s a regular day, and they’re doing what they do best, helping your customers achieve their financial goals. Suddenly, an unusual transaction appears in a customer’s account, potentially causing concern. With timely notifications, your team is on top of it, alerting the customer promptly.

Why does this matter? You’ve just saved the day. Your customers feel secure, knowing that you’re looking out for them. You’ve prevented a small issue from turning into a big problem, strengthening your relationship in the process.

The Multifaceted Challenges of Manually Sending Notifications

Manual notifications introduce a multitude of intricate challenges that ripple through the core of your client’s experience. These challenges transcend mere inefficiency; they have the potential to hamper your team’s ability to provide timely updates, critical information, and seamless resolutions. The repercussions are significant, often leading to increased response times, higher chances of errors, and a notable strain on your team’s resources.

Here are some challenges resulting from your traditional customer service models:

1. Manual and Time-Consuming Processes

Without the right tools and systems in place, your team often relies on manual processes to address customer inquiries. This can include searching through multiple systems to find relevant customer information, drafting responses, and tracking the status of issues—all of which consume valuable time.

2. Disparate Information

Customer data is often scattered across various systems and databases. Retrieving this information and ensuring its accuracy is a cumbersome task. It’s not unusual for your team to struggle with pulling up complete customer profiles, resulting in incomplete support.

3. Delays in Response

Due to the manual nature of the process, delays are inevitable. Your customers may have to wait for resolutions, leading to frustration and dissatisfaction. In an age where information is accessible at the click of a button, such delays can harm your institution’s reputation.

4. Risk of Error

Manual processes carry a higher risk of errors, including data entry mistakes or missed notifications. These errors can result in regulatory compliance issues or inaccuracies in customer accounts, which can lead to disputes and dissatisfaction.

5. Missed Service Level Agreements (SLAs)

Your team often works under predefined SLAs. Manually tracking and adhering to these agreements is a challenge. As such, missing SLAs can negatively impact customer relationships and contractual obligations.

6. Overworked Team

Manual processes place a considerable burden on your team. Repetitive tasks can also lead to burnout and dissatisfaction among your team, which, in turn, affects their interactions with your clients.

As your institution continues to evolve, the importance of sending timely notifications becomes evident. It’s no longer just a matter of convenience; it’s a strategic necessity.

Transparency is the Name of the Game

Your customers entrust you with their hard-earned money, and they deserve to know what’s happening with it. It’s a simple equation: transparency equals trust. Timely notifications are your trust-building toolkit.

When an account balance falls below a certain threshold, a notification is triggered. Why? Your customers deserve to be in the know, and they appreciate your transparency. By keeping them informed, you show that you value their trust and are committed to their financial well-being.

How Timely Notifications Address Your Customers’ Needs and Expectations

Timely notifications bridge the gap between your institution and your customers. They provide valuable updates, ensuring your customers are aware of any changes or developments that may impact their experience. Keeping your customers informed means you’re demonstrating a commitment to transparency and customer-centricity. Your customers appreciate being kept in the loop, as it empowers them to make informed decisions and reduces any potential frustrations or surprises.

What are Some Common Types of SMS/Email Notifications to Customers?

Did you know that birthday emails generate over 481% more transaction rates than other promotional rates?

SMS and email notifications are crucial tools for institutions to keep their customers informed and engaged. For your institution, you can use customer data and preferences to tailor the content of your messages, making them more relevant and personalized.

Here’s a list of notifications that can be automated to enable your team to schedule and send notifications at optimal times, ensuring timely delivery:

  • Celebrating a customer’s birthday
  • Celebrating the anniversary of the account opening period with your institution.
  • Celebrating the first anniversary of the account opening period
  • Welcoming new customers after opening an account with you
  • Communicating about a dormant/inactive account for action
  • Communicating about the maturity of the booked Fixed Deposit account with an impending maturity date
  • Notifications of corporate client username for enrolled Internet banking service
  • Notifications to new corporate clients regarding registration for Internet banking services (staff/personal account.)
  • of new registration for enrolled Internet banking services
  • of account inactivity
  • of the maturity of the Loan Account
  • of the booked standing order
  • of the impending expiration of a booked standing order
  • of the expiry of collateral insurance
  • of the expiry of collateral insurance
  • of loan payment after the expiry of the loan payment duration
  • of loan payment after the expiry of the loan payment duration
  • to remind a customer to initiate loan payments before the loan payment period
  • to remind customers to initiate loan payments before the loan payment period

These notifications serve to keep your customers informed, engaged, and in control of their financial activities, providing a better banking experience while enhancing security and convenience.

While SMS and email are popular choices, your choice of notification method should depend on the specific needs and preferences of both your business and your customers, as well as regulatory considerations and the nature of the message you’re delivering.

The Transformative Power of Automating SMS/Email Notifications

Automating the scheduling of SMS and email notifications can revolutionize your institution’s operations. An automated system streamlines multiple aspects of customer interactions and problem-solving.

Here’s how:

i. Efficient Data Access

With an automated system, your team can consolidate customer information from various sources into a unified view. Your team can access all the necessary details with a few clicks, significantly reducing research time.

ii. Real-Time Notifications

Automation ensures that important customer events trigger real-time notifications to the customer. Whether it’s a high-value transaction, a significant account activity, or a critical security alert, the system can instantly inform your intended customer.

iii. Workflow Automation

Your customer service tasks follow specific workflows. An automated system can manage these workflows seamlessly, ensuring your team executes each step without manual intervention. This includes categorizing, assigning, and tracking customer requests or inquiries.

iv. Analytics and Insights

Automated systems gather valuable data that can be used for analysis. This data-driven approach can lead to better decision-making, improved customer interactions, and a deeper understanding of your customers’ needs.

v. Compliance and Audit Trail

Automation can help you ensure that customer interactions are logged and compliant with regulatory requirements. Your team can also maintain an audit trail of all communications and actions.

vi. Quick Responses

With the ability to automate responses and actions, you can empower your team to provide swift solutions to inquiries. This, in turn, leads to higher customer satisfaction and quicker query resolution.

Delivering the Promise with Timely Notifications

Actions speak louder than words. And timely notifications are your action, your promise to keep your customers informed, safe, and in control of their financial destinies.

But you’re not just promising; you’re delivering.

You’re transforming the financial landscape, one notification at a time.

In the end, the value of automated notifications is immeasurable. They’re not just alerts; they’re an embodiment of your commitment, your transparency, and your dedication to your customers. It’s a digital era, and it’s all about keeping your customers informed, one notification at a time.

Which Departments Can Benefit from Automated Notifications?

Multiple departments in your institution utilize a diverse range of notifications to keep your customers well-informed and engaged. Notable departments include:

  • Account Management: which delivers transaction alerts, balance updates, and account statements
  • Loan and Credit: responsible for loan-related notifications, including approvals, disbursements, and payment reminders
  • Card Services: ensuring credit and debit card users receive transaction notifications and updates
  • Marketing: sends promotional offers and updates on new services
  • Security and Fraud Prevention: focusing on security alerts and alerts for unusual account activity
  • IT and Technical Support: keeping your customers informed about technical updates and service disruptions
  • Product and Service Development: responsible for notifications about new banking products
  • Compliance and Regulatory Affairs, which informs customers about regulatory changes
  • Human Resources: to manage employee-related notifications.

etc., the list is long.

These departments collaboratively provide your customers with timely and relevant information to enhance their banking experience, maintain financial security, and engage with the bank’s products and services.

Generally, timely notifications serve as a vital component of customer communication, spanning various facets of your banking operations.

An Investment in Excellence

It’s no longer a question of whether you should adopt advanced automation in your institution but when. The sooner you embrace this transformative technology, the sooner you’ll unlock the full potential of your team and enhance the experiences of your valued clients.

Moreover, banking is no longer just about transactions but experiences. The efficiency of your customer service can make or break the relationships with your valued clients. Your ability to provide timely notifications to your customers is a pivotal element in ensuring an outstanding banking journey.

If your team still grapples with the challenges of manually sending notifications, it’s time to consider the transformative power of our Events & Notifications System (TERA EVENTS).

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