It’s hard to imagine anything more important to a positive customer-bank relationship than security. For people to have trust in their bank, the bank must guarantee the highest commitment to security. Customers need reassurance that their information and data is confidential, that their interactions with the bank are safe, and that their businesses have full protection. While conversations between a bank and customer also need to be personal, relevant, and simple, they also must be secure.

Secure Text Messaging benefits in banking

Customers want to deal with their bank when it suits them. Instead of making a phone call or going to their local branch, they want banks to be responsive and interactions to be informal and easy - like sending a text message. Secure Text Messaging allows them to do just that. Whether they want help with a transaction or advice on investing, Secure Text Messaging allows customers to ask banking agents questions easily and on the move, conducting a flexible conversation according to their schedule.

But unlike traditional text messaging apps, the Unblu Secure Text Messaging is specifically designed to meet the security needs of a bank-customer relationship. It is compliant with every requirement for the banking and financial industry, guaranteeing the highest level of protection. Customers maintain control over communications with banking agents and advisors and all information is recorded, documented, encrypted, and stored on the premise or in the cloud so it can be retrieved at a later date, if necessary, by financial regulators.

Secure Text Messaging makes interactions between the banking agent and customer simpler because it can fit around the customers’ schedule, allowing agents and customers to communicate asynchronously - at different times. Agents can also build a trusting relationship by giving personal and relevant answers to specific questions. This improves productivity and grows contacts that later become business opportunities.

How does Secure Text Messaging work?

Secure Text Messaging is a useful tool both in retail banking - banking activities such as mortgages and account services - but also private banking for the financial assets of High Net Worth Individuals.

In a retail banking example, a customer might be shopping for a mortgage and need more information. They can then log on to the e-banking portal begin a text conversation with a banking agent. This conversation might continue for a month or so and involve video and audio calls and co-browsing at various stages as well.

In a private banking example, the customer might start a conversation using a mobile banking app on his phone. The banking advisor will then receive a notification and can reply. When the conversation moves to the desktop, the customer and advisor can then use co-browsing or video calls to interact or even collaborate on documents together. The transaction can then be finalized on this platform.

Secure Messenger is integrated with other features such as co-browsing, further enhancing the customer-agent interaction. Co-browsing provides a visual context, allowing agent and customer to share a browser and see what the other is doing, collaborating on documents and pointing to and highlighting certain things. This makes the interaction more efficient and productive.

Similarly, Secure Messenger is integrated with features like Video Chat, taking the customer-agent conversation to another level. Video Chat allows the customer and advisor to see each other, therefore providing all the reassurance of a real-life face-to-face interaction. Customer and advisor can move seamlessly between different features, like Secure Messenger and Video Chat thanks to this integration, and this improves the potential and quality of customer service.

Secure Text Messaging and Unblu

Secure Messenger is the natural next step for modern-day banking conversations and Unblu provides a Secure Messenger solution that integrates seamlessly with other features and meets all security demands.

Make the move to a fully customer-centric banking experience and put your customer first by embracing Unblu’s Conversational Banking solution. Learn more here and book a demo.

 

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