While mobile banking continues to grow in popularity, the branch remains an important delivery channel for even the most ardent mobile banker. Case in point: a McKinsey & Company study found that consumers using mobile and online banking more than once a week are also over 60 percent more likely to be active retail branch users.
While transactional activities are declining at the branch, human interactions are generally now reserved for complex problems. Digital channels have not replaced physical channels, nor can they ever take the place of a friendly handshake and face to face conversations.
Key Takeaway: Members from all walks of life have embraced multichannel digital channels, however they also expect to use their branch for higher value face-to-face interactions. Increasingly they expect to be able to make appointments with branch personnel online and via mobile devices. To address this requirement we need to establish “bridges” between the mobile and branch channels. One such bridge is the Mobile Appointment Booking Tool!