Customer Support for E/M-Banking Users

Abstract:

Customer delight is no longer a 'nice-to-have' strategy, but increasingly recognised as integral to any sound business-model. While customer service and support is important for any product, it is vital for financial services that deal with people's money. It is even more significant in the context of the illiterate/semi-literate poor, having their very first experience with financial services delivered through non-traditional channels, outside bank branches through retailers or business correspondent agents. This Note examines various dimensions around enhancing customer experience. E/M-banking systems depend on above all on clients' trust. Customer service is key to building and maintaining that trust.

Tags: Consumer usage, Front end agents, Agent monitoring, BN129, BN 129, MicroSave, E/M-banking, Customer service, Retail banks , Customer support, Call centers, Agent network manager, ANM, POS displays