Customer service

The identity theft threat created by the Equifax hack and the growth of online lending have given software makers a platform to pitch products that rely on selfies, scans of driver’s licenses and other nontraditional ID methods.

Umpqua Bank is testing a system that would make text-chat, video and voice banking more personable by staffing them with branch workers during their downtime.

The best solution to the current broken identity system is to flip the authentication process from third parties to the users themselves.

Want employees to feel empowered to make decisions to help customers? Rewarding that behavior is one way to reinforce the message. Here’s how one South Dakota community bank goes about it — in a splashy, Super Bowl-sized way.

The Wall Street giant on Wednesday played up its customer service skills, saying that representatives of its Marcus personal-loan unit answer calls within 10 seconds.

Culture is key at Washington Trust, as it is at many of the 75 banks in our Best Banks to Work For rankings. Having a custom word to describe its community-oriented philosophy helps fuel conversations about it, and letting employees personalize the meaning (no scripts here) fuels a sense of empowerment and enthusiasm.

Long Game is a mobile app that uses games to encourage its users to build a nest egg. Its example holds lessons for banks that are struggling to capture more of their customers' attention.

OnlyID, a joint offering from FIS and Equifax, is meant to become consumers’ single sign-on for bank and retail websites and apps. Longstanding relationships may give it a better shot at achieving network effect than previous attempts.

OnlyID, a joint offering from FIS and Equifax, is meant to become consumers’ single sign-on for bank and retail websites and apps. Longstanding relationships may give it a better shot at achieving network effect than previous attempts.

Knowledge picked up from the best customer-facing staff should be delivered by AI systems in a contextual manner at the right place and the right time to handle customer queries in the age of digital commerce, writes Anand Subramaniam, senior vice president of worldwide marketing for eGain Corp.