Hear it straight from the experts
Appointments - on-site, virtual, phone, video - have taken hold, hastened by the overwhelming need to communicate amidst the backdrop of a pandemic.
Source: Shikitani Lacroix Design Survey April 2020
"To branch or not to branch" has been the question of late. And while there's no quick answer, there is an emerging trend: appointments enable banks to maintain relationships with customers however, whenever, and wherever they prefer to engage.
Prescheduled appointments emerged as a top digital priority in Shikitani Lacroix Design's Survey with virtual queuing a close second. Both instances point to the desire for enhanced control and safety.
While several technologies aim to solve the digital/physical divide and address the need for advanced omnichannel solutions, chat is often part of the discussion.
However, recent Forrester data reports that only one-third of American customers trust chatbots to handle simple financial transactions and two-thirds don’t trust them to handle complex transactions.
Further, nearly 80% of people polled want to speak with an agent as opposed to a chatbot according to a survey by conversational AI provider Uniphore. It sets the table for extensive growth for appointment scheduling adoption.
The bottom line: people want to engage with people, and today's technology solutions can help solve this issue while delivering value.