Customer service

It's not enough to say you provide excellent service. You have to define what it is in a concrete, measurable way to live up to that promise. Take these steps to do just that.

While the banking industry is divided on the use of conversational technology, the San Francisco company believes chatbots can make it easier for customers to discuss their finances.

Voice authentication software has improved call center service at Virginia Credit Union and shortened call times by nearly 25 percent.

A startup called Spring Labs has launched a blockchain network with the goal of getting lenders and data providers to share data to help verify customers' identity.

There are ways to provide a better consumer experience, even when institutions are looking to settle up on unpaid accounts.

With smaller screen sizes and increased levels of distractions ranging from a text or a notification, pitfalls in the checkout process can result in more abandoned carts than successful transactions, writes Andre Lyver, director of engineering for financial services at Shopify.

AxiomGo is being offered to customers seeking alternatives to prepaid cards and traditional checking accounts.

Payment data can also reveal insights for companies to foster better relationships with customers and vendors or suppliers, writes Matt Clark, president and COO of Corcentric.

Manual means of dispute management are inefficient and growing untenable in the current security and compliance environment, writes Brad Johnson, director of solutions consulting at Centrix Solutions.

The Consumer Financial Protection Bureau issued a request for information Thursday on the bureau’s public reporting of consumer complaints, which has long vexed the financial services industry.