Customer service is a challenge for banks, and electronic delivery channels only make this challenge more difficult. Banks not only need to help customers understand the products and services they provide, but also to support the technology through which these products and services are delivered. Consequently, Meca Software, developer of Managing Your Money, has chosen to pick up the slack in home banking and enter the tech support business.
When consumers call their bank with technical questions on any home banking product, with the notable exceptions of Intuit's Quicken and Microsoft Money, Meca will take the call. Operating as bank representatives, Meca's customer service representatives (CSRs) incorporate banks' scripts and operating procedures into their services. When customers finish their business with Meca and they still have bank-related questions, Meca CSRs can seamlessly transfer the calls to the appropriate areas in the bank.