Customer Retention 2.0: How Financial Institutions are Driving Online Conversions & Building Customer Loyalty with Live Chat

Netop

Abstract:

With the advent of Internet banking, financial institutions actively moved their customers online – a powerful change, but one that rendered them anonymous. The loss of personal relationships weakened customer retention, and as a result, institutions now strive to restore a human element online. This paper asserts that live chat is the next step in online member services, and a competitive necessity: driving conversions, cutting costs and boosting satisfaction scores.

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