Driving Multimodal Experiences Leads to Better Customer Engagement

Vijai Shankar | December 04, 2015

Almost everything we do today is digital, whether we’re checking the news, researching and buying products or watching videos. So the question is, in a digital world – and one where millennials are an increasing demographic – why would a business want to have us pick up the phone and call them for routine customer service or sales queries? Why not make the phone interaction a digital one?

If we look specifically at the highly competitive banking industry, driving superior customer experiences is a strategic imperative. One possible way to bridge the rise of millennials and technology trends with customer experience is by prioritizing mobile or multimodal experiences over traditional IVR-based phone calls.

I had my first multimodal customer service experience over the recent Thanksgiving weekend when American Express called me to report a potentially fraudulent activity on my card. Since I use an iPhone, I was sent a text message to review the fraudulent charges. The experience was smooth and, because it took advantage of the digital capabilities of my smart phone, it also was much faster than trying to review and resolve questionable charges with a traditional voice call or an IVR interaction.

Charge verification is one example where banks can drive proactive, multimodal experiences that address today’s digitally-engaged millennials. There are many other interesting customer journeys and use cases where multimodal experiences can deliver superior customer experience as well as lower cost of interaction.

On December 8, 2015, a [24]7.ai Webinar Mobile Millennials: How to Hit a Moving Target will discuss how banks can harness the power of smartphones to accommodate the engagement preferences of millennials. Register for the webinar to learn examples of customer journeys where banks can drive superior customer experiences as well as reduce costs.