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Online Banking Popularity May Still Leave Customers Standing in LineSupportSoft White Paper Indicates That Customer Service is Key to Maintaining Customers' LoyaltyREDWOOD CITY, Calif., Nov. 12 /PRNewswire-FirstCall/ -- One in every five U.S. households is now banking online, but a lack of readily available, responsive and high quality customer service is likely to cause customer dissatisfaction and turnover. This is the conclusion of a new white paper from SupportSoft, Inc. (Nasdaq: SPRT - News), a leading provider of support automation software. According to analyst firm IDC, 51% of customers spend no more than five minutes on their banks' Web site before calling the customer service help line. This not only impacts customer satisfaction, it is also a serious cost issue for the bank. A customer query via the phone can cost a typical financial services company 40% more than it would to handle that same problem via the Web, which costs between $0.50 and $2.50, per inquiry(1). An automated approach to customer service can contribute to resolving this dilemma, helping increase online customer satisfaction and significantly reduce support costs. To help financial services companies understand how service automation software can extend phone-assisted support and offer personally tailored online assistance that provides more choice and better control for customers experiencing a problem, SupportSoft has published a white paper explaining how self-service can streamline the resolution of customer service issues. Common financial services problem areas addressed through automation can include the resetting of passwords, the opening of new accounts, balance transfers and information on new service offerings. "The ultimate measure of success for online support is whether customers can solve a problem faster and more easily themselves using the Web than by calling a help line," said Bruce Mowery, vice president of marketing at SupportSoft, Inc. "There's no better example of the success of a self-service approach than the popularity of ATMs. Their widespread acceptance strongly suggests that customers prefer a 'do-it-yourself' approach to banking, especially if they can quickly and consistently get the personalized answers they need -- whenever they need them -- through service automation, instead of standing in line at the bank or waiting on hold." "Banking is being transformed into a cross-channel business. The customer looks for the same banking services no matter the channel -- Internet, ATM or customer help line," said Christopher Kundro, partner at Capco, a services and technology solutions provider focused on the financial services industry. "Automation is the key to providing consistent customer service, while keeping costs of these services down." A copy of SupportSoft's white paper entitled "Ten Keys to Improving Online Service and Customer Satisfaction: Trends and Opportunities for Financial Service Providers" is available at http://www.supportsoft.com/financialservices . SupportSoft is hosting a seminar specifically for financial services executives interested in service automation IT strategies in New York City on Wednesday, November 13, 2002 to be held at The Regent Wall Street in New York. This forum will enable attendees to learn from industry analysts, practitioners and companies using support automation software about how automated problem resolution can help to quickly reduce IT costs, drive customer satisfaction and improve employee productivity. For more information please email jennifer.massaro@supportsoft.com or visit http://www2.cio.com/conferences/briefings/november2002/index.html About SupportSoft SupportSoft is a leading provider of support automation software. SupportSoft's patented software platform allows businesses to automate and personalize the support they provide to their customers, partners and employees, helping them reduce costs and drive user satisfaction. Global 2000 companies using SupportSoft's software include corporate enterprises like GE, Cisco Systems, Bank of America and Schlumberger, plus OEMs and service providers like IBM, Sony, CSC, Comcast and BellSouth. SupportSoft has offices worldwide. For more information, visit www.supportsoft.com. Editorial Contact: Joi Deaser SupportSoft 650.556-8930 joi@support.com top of page |
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