Adopting digital solutions allows banks to reduce support time and costs and gives customers the opportunity to interact with their bank in a way that suits them.
Banks can use Co-browsing alongside a phone call, a chat session, or a messenger conversation and ultimately create a more personalized experience for their customers. But remember Co-browsing is different from Screen Sharing.
By stepping in at the right moment using digital tools, bank agents can guide customers through the initial steps of their journey reducing drop-offs.
At times when physical interaction becomes difficult - such as with COVID-19 - a hybrid customer journey can work to create a winning customer experience.