Personalization means being proactive

[nurmohammadkhan]

Intelligent chatbots are able to fulfill both functions, provided they have their own integrated and coherent role within the credit institution's marketing strategies.

However, artificial intelligence, however advanced, cannot completely replace the human relationship: it is important, in fact, that there is a good balance so that the information collected through chatbots can become the basis for the intervention of the operator, who once he intervenes already knows the customer, not making him feel like a stranger.



Another way that personalization can improve the customer experience is by kuwait whatsapp resource making banks truly proactive players , redesigning aspects of their business to meet users’ needs before they even reveal them.

For example, by mapping the customer journey of users it is possible to understand how each consumer interacts with the bank, what their preferred channel is and the best way of interacting , so as to be able to provide a type of tailor-made products tailored to the customer.

In this way, the bank can move in advance and modulate its offer according to the financial profile of the individual consumer.

Moreover, by valorising customer information, many banks have started to provide personalised reporting services , thus playing a consultancy role useful for growing the business and strengthening the bond of trust between consumers and credit institutions.

But proactivity is not expressed only in this way.

By tracking users, it is possible to redesign your website , solving inefficiencies and making the user experience more fluid and immediate , even before users express criticism, which is in any case a part of the customer experience.

Alternatively, you can also involve the users themselves, activating fruitful collaboration dynamics, as Credem did , giving customers the possibility to freely modify their home banking according to their most frequent actions .

In this way, the user does not have the perception of being just a customer, but above all a person, who can build a truly valuable relationship with the bank, in which his needs and requirements are also truly relevant.