Category: CPaaS

It is no surprise how banks try their best to communicate with customers in the best way possible. But, as soon as digitalization has bowled over the world, the new challenge, i.e. establishing Communication with customers in the online world that too without compromising efficiency, and engagement. Not only for communication, but also for guiding, and assisting customers through various processes of the banking world.  

That’s where CPaaS got a boost. And, now banks are successfully leveraging CPaaS services to deliver their customers excel solutions. Here are some of the ways in which banks are leveraging CPaaS-   

• Video KYC verification 

Ever since the world of digitalization, and making available everything online has become a trend, banks are working on how to make KYC hassle-free, and free of the hefty documentation process. And, it was made possible with video CPaaS services.  

With the advent of video KYC services, it has become a simple, and hassle-free process with just a few clicks, quick video verification, and hassle-free chat service. This has revolutionized the banking industry.  

• Chat support 

Think of the scenario when you have to make a quick payment to your friend abroad at midnight. And, you are stuck in the process. How will you communicate with bank officials?  

This problem is solved if your bank’s platform has a CPaaS service integrated. No matter what time it is or the zone you are in, if your bank platform has CPaaS integrated, there would be no hassle in getting answers; even during off-bank hours.  

• Balance inquiry, and other important rapid answers 

It is believed that the foremost, and most cherished advantage of CPaaS services is rapid answers. As CPaaS can bridge the gap between customers, and quick, and important queries, it can mitigate any hassle to the end customer.  

Further, the reliability with which these platforms are integrated, and implemented on bank websites’ strengthen the customer’s trust, and loyalty to the bank’s services.  

• Guidance, and assistance through critical processes  

Today’s banking world is far from the traditional banking of years ago. And, as the whole process is quite changed, and revamped, customers often feel the need to comprehend the new process.  

In such a case, helping them, and assisting customers in banking processes becomes critical. That’s where CPaaS helps. It can help customers through different processes of banking thereby, making the banking experience a hassle-free affair. 

CPaaS: Banking world’s new pillar   

Be it assisting customers through different processes of banking online, or solving their minute queries in seconds, CPaaS helps in all. Not only at the customer front, but it is also believed to level up the game of customer satisfaction, and engagement.  

But, the fact is also that mere implementing CPaaS does not ensure success. And, for desired results, and efficient, and reliable CPaaS provider is needed. One such CPaaS provider is Voxvalley! Get complete information on its services, and offerings from its official website!  

Communication is the means or an act of sharing information, emotions, and ideas between two or more people. Though it is vital in every area of life, be it personal, or professional, communication is believed to be more critical in professional sectors such as banking, and insurance!  

When it comes to sectors like banking, and insurance, communication becomes more significant due to the risk factors involved. Not only for the customers, but the businesses as well, establishing communication is vital to gain trust, growth, and development. Further, in sectors where the money is involved, and the customer’s critical data is at stake, it is important that proper communication with end-to-end encryption is maintained. The underlying reasons for the increased importance of communication are numerous. Let’s discuss these in detail.  

• Employee engagement   

Bank employees have different roles and sometimes they operate from different physical offices located at different places. Thus, in order to make the working and operations of the bank smooth, internal communication plays a vital role.  

Further, while some employees have to deal with customers face-to-face, some engage with customers over other channels. These can be online channels, telephonic calls, and other written means of communication. But, often employees do not have enough time to deal with the problems of every customer. That’s when good internal communication increases employee involvement by keeping them updated about the bank’s goals while dealing with the customers. 

By introducing various desktop software and functions, it is possible to track who has read the mail or messages. This would help in the proper communication of information. Moreover, the messages sent via electronic mode are not read and this might lead to miscommunication of important information. That’s when the presence of such communication software makes communication easy, and smooth.   

• Information regarding IT issues 

With the digitalization and introduction of Artificial Intelligence, banks have depended majorly on IT Systems for operating in this modern world. In addition, customers trust the banks with all the money and funds and it is expected by the bank to keep them safe and retain the customer trust.  

But, technical glitches are always there. Sometimes, the IT System might face some technical issues and errors. At the time of such an incident, the employees who are in the customer service department must be kept informed so as to communicate the right and appropriate information to the customer about the funds and balances. 

• Email overload 

No matter how hard it is to believe, even in this modern world, emails are hard to track. Further, recurrent, and continuously showering emails one after another from different sources complicate the situation.  

And, Banking is no exception to this email game. But the banking employees are so busy with the work that they hardly get time to read or check the emails. And also there is no way to track or know if the email has been read or not. 

Due to this, many times the employees might miss on some vital information or update that was sent via mail. Therefore, to maintain smooth and uninterrupted communication, other modes of updating employees should be used. These other modes can be internal communication channels, chat channels, and others. To implement this, one can contact CPaaS providers to integrate communication channels on business websites. One such CPaaS provider is Voxvalley.  

• Internal communication  

1. Communications of rules and policies 

The banking sector is the most dynamic sector of all the industries and sectors. Because of the changes in the regulatory policies of the banking and financing sectors, the rules and regulations keep on changing. So, to provide the employees with the information regarding the changes in the policies and procedures, it is important to maintain good internal communication. 

2. Maintains good human relationships  

Good and effective communication inside the banking sectors strengthen the relationship between the managers, shareholders, employees, board of directors, suppliers, and customers. It is believed that interpersonal communication reduces misunderstandings and develops a strong bond between two or more people communicating. This develops harmony and the work goes on smoothly. 

3. Management of the policies 

Communication has a major role to play in the effective management of the policies governed by the central bank. Any communications regarding development, economic conditions, development of goals must be done carefully to inform everyone about it. 

4. Communication with customers 

The banking sector has probably one of the most critical, “at-risk”, and difficult to convince customers. As risky personal data, bank details, and money is involved, it also is expected from the bank to implement robust principles when it comes to safety, security, and rapid communication channels.  

That’s when establishing, and maintaining proper communication, end-to-end encrypted conveying, reporting, and information flow is required. So, to achieve this, banking apps, websites, and software often take help from CPaaS providers such as Voxvalley. These can help integrate various communication channels over digital channels.  

The Bottomline 

Communication in the banking sector is a relationship between the banking system and the banking management. If the banking management communication is proper then it will lead to bank loyalty and customer satisfaction.  

Not only the internal communications are important in a bank but outside communications are important as well. Healthy communication creates a healthy and harmonious working environment for the employees inside the bank.  

This promotes good employee relationships and also good customer relationships. Be it inside an organization or communication with customers, the Banking sector is at the edge of the elevated need of communication.