Customer Retention 2.0: How Banks are Driving Online Conversions and Building Customer Loyalty with Live Chat
Price: FREE
Publication Date: Tuesday, February 21, 2012
Document Format: PDF
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 banking, and a competitive necessity: driving conversions, cutting costs and boosting satisfaction scores.
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