In a recent article in Technology Record magazine, there was an interesting discussion on how digital-first banking approaches can often end up causing frustration for account holders. It states that “customers’ expectations are higher than ever when it comes to digital banking, but new data from Gartner has revealed that most still prefer to connect with humans via physical and assisted channels when it comes to banking, especially for high-value transactions.”

What steps can CUs take to adopt an omnichannel strategy to cater to members who prefer human assistance for complex transactions? Perhaps the most important step is to offer appointments both in the branch and via video. Video meetings – both by appointments and unscheduled video meetings – especially help bridge digital services with human support. Offering video helps demonstrate that your CU is attentive to your members’ desires for meaningful and engaging interactions and financial discussions. 

Key Takeaway: Better Lobby’s suite of omni-channel modules help to seamlessly incorporate digital and physical channels resulting in enhanced member satisfaction, as well as greater loyalty and retention.