Consumers are happy with digital interactions for quick transactions, but for more substantive conversations they’d rather deal with humans, according to new research commissioned by Samsung.
However, the study added a caveat: a poor branch experience can keep consumers away, or even make them consider switching to another institution. Here are the top consumer complaints from the survey, accompanied by one of our solutions that helps address that particular complaint:
- unprepared banking associates (68 percent) – Better Lobby Main Service Queue and Kiosk
- long wait times (55 percent) – Better Lobby Mobile Appointment Booking Tool
- impersonal service (49 percent) – Better Lobby Main Service Queue
- unavailability of specialists (43 percent) – Better Lobby Video Meeting Queue Module
Key Takeaway: The Better Lobby Solution helps management address ALL of the complaints listed by members; while contributing to outstanding member service and building visitor trust.