Academic journal article ABA Banking Journal

Automated "Messaging" System for Customer Service

Academic journal article ABA Banking Journal

Automated "Messaging" System for Customer Service

Article excerpt

In a perfect world, bank personnel could phone each customer whenever something happened that required bank or client attention, according to the folks at Diffusion, Inc. But real-world time constraints mean that other methods are needed to bridge the gap between a constant flow of business activity and tight, workplace schedules. Communicating with all of your customers in an appropriate and timely way has just gotten easier, says Founder and Chief Technology Officer, Dr. Richard Schwartz.

Using Web, e-mail, pager, telephone, or file transfer delivery channels to link the bank to its customers, the software company builds "event notification" messaging systems to send clients proactive messages for use in applications such as treasury management or general customer service.

A system setup for Nationsbank (now Bank America), for example, allows real-time notification of corporate customer payments through its intranet. Self-service automated solutions in place today require the client to initiate the communication, so often aren't the best service options.

"Despite the self-service opportunities created by the Web, customers want more service--not less," Schwartz says. "Customers want you to know what they need, what they're working on, what they're waiting for, and what they're interested in." Although automated electronic communication can be supplemented with phone conversations, and users get to choose how they'd like to be notified, the general idea is that e-mail, or other electronic communication chosen by the customer will suffice for most routine communications. …

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