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Industry Insights

Building a Financial Family: Customer Service in Banking

What matters most to your institution? Your customers, of course! Are they happy with their in-branch experiences? Are their needs being met at the drive-through? Do they have convenient access to services that make their lives easier? What about the quality of their online interactions? How do they find out about your new or updated services?

It’s not one — but the combination of these aspects that determines a customer’s satisfaction level in the financial industry. The root of your success is your ability to fulfill this amalgam of customer expectations. Some are basic and unchanging, like the need for high security. According to a 2013 Infosys Study, over 75 percent of people would consider changing banks if a competitor offered better assurances for securing their finances and personal data against fraud. But even seemingly smaller wants — such as monitoring services — can make a big difference to customer loyalty. Consider a finding by Javelin Strategy & Research that 44 percent of consumers seek fraud protection services from their financial institution.

Assess expectations regularly
To attract and retain customers means remaining aware of their wants and needs. From following consumer research studies to seeking feedback from your own customer base, gauging expectations is a full-time job. And doing it well is the crux of delivering effective customer service. Encouraging consumers to give feedback “helps tie them more closely to the business” and “can even recapture defecting customers…” cites the MIT Sloan Management Review.

Involve your customers
Industry publications and websites, professional financial blogs and reputable news outlets are all excellent resources. They can help drive your decisions through a better understanding of consumer trends. However, your organization would be remiss without also including your customers in the decision-making process. According to Bank Tech, “Fighting fraud isn’t enough anymore for banks; the customer needs to know what the bank is doing to fight fraud and be involved in that process.”

Be a problem solver
Customers turn to you for solutions to their financial concerns. As more data breaches and other identity crimes continue to grow and threaten sensitive data, consumers expect their financial institutions to have the answers they need. Given the anxiety and confusion that fraud and identity theft can cause, these answers need to be clear and offer peace of mind. Use every opportunity to engage, educate and serve your customers’ protection needs.

Not convinced just how effective valuable customer service can be? Hear what one of our partner’s customers, William, said about a time he found clarity when he contacted an EZShield Resolution Specialist.

“I spoke with a Specialist who is a credit to herself and to the Deluxe Provent program. She was extremely knowledgeable, kind and courteous and helped me through what was becoming a difficult process in establishing my new account. She should be singled out as an exceptional associate and recognized for her professional efforts in customer service.”

How you serve your customers should start and end with them. Consider their perspectives, discover their expectations and deliver the fraud solutions they seek. Through a partnership with EZShield, you can provide seamless services that secure, monitor and restore your customers’ identities. Backed by world-class customer support, EZShield gives you as much peace of mind as we give your customers.

Let us know how we can best serve your needs. Contact us at 1-877-339-0027 and download our Customer Support datasheet now.

How EZShield Ensures World-Class Support

•  We hire seasoned professionals
•  We train them continuously and maintain their certifications
•  We treat your customers with respect and empathy
•  We do not sell to your customers
•  We are available 24/7/365 to provide one-on-one assistance
•  We offer solutions and support to resolve issues as quickly as possible
•  We obtain customer feedback through a survey for each interaction
•  We track survey results to address any concerns immediately


About Laura Bruck

Laura, former VP of Marketing at EZShield, now a Sontiq brand, is a marketing professional with over 20 years of experience leading marketing and supporting sales to develop partner solutions, transition to new markets, and achieve significant revenue growth.

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