Appointment scheduling software is quite a simple concept – it allows your customers to easily sign up for appointments with your in-branch or call center experts – but the software can be applied to an incredibly dynamic number of use cases within banks.
According to a Qudini survey of 2,000 US consumers, the main channel consumers use to interact with their banks is
by visiting one of their branches, with 46% stating this to be the case. In addition, 86% of respondents agreed that it’s important or extremely important for banks to have physical branches.
And while Covid-19 may have stopped many customers from visiting branches, an appointment booking system is a great way to draw more customers into branches and promote a safe experience that supports social distancing.
Here are a number of use cases banks can use appointment scheduling software for to create powerful online and in-branch experiences:
1) Opening new bank accounts
Unlike many other industries, banks still stand apart for their ability to offer highly personalized in-person experiences with their customers, and despite the increase in neo-banks, many customers still prefer face-to-face interaction when dealing with a bank.
That’s why many customers will still want to visit your branch to open a new account, global pandemic or not, and the easiest and safest way to allow them to do that is by allowing them to book an appointment with an in-branch expert.
2) Wealth management and pensions
When it comes to wealth management, customers are far more likely to prefer dealing with someone they know and trust. That’s why leading banks are using appointment scheduling software to allow customers to make regular appointments with the same expert advisor again and again.
3) Mortgage or home loan consultations
Purchasing a new home can be an incredibly stressful and time-consuming affair, but an appointment booking system can make it easier by allowing customers to book a time-slot with an advisor at a time that suits them. Banks can also provide details about their team members, such as their names and contact details, areas of expertize and availability for appointments, adding an entirely new aspect of personalization.
Most retail banks nowadays offer a range of insurance packages online, but there will be customers who prefer to make a decision in-person by talking to a trusted in-branch expert. Stop these customers from having to wait in long queues before being served, or from being passed around from one advisor to the next, by allowing them to easily book an appointment online with an expert, or by allowing them to sign up for a virtual video-based call.
5) Account issues
A core reason why customers visit a bank is to try and solve a problem with their account. This could be anything from a lost or or stolen credit card through to a problem logging into their online bank account, to concern that they are a victim of cybercrime. Help customers under duress to put their minds at ease by pairing them up with an in-branch expert where they can have all of their questions answered. This also gives your staff time to properly prepare in advance before the appointment.