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Insight Series – Next generation digital help and support

February 16, 2017

This Insight Series report looks at how the digital help and support offered by banks is evolving. Managing and keeping track of finances is a complex business for many people, fraught with pitfalls and problems. As digital banking features and functionality improve, digital help and support has remained the same: straightforward FAQs and maybe a phone number.

Only very recently have banks and financial services providers begun to realise that customers expect more from digital help and support. These expectations will continue to increase with the rise of smart technology, artificial intelligence (AI) and chatbots. Customers are now in a position where they have likely experienced superior help and support features from brands in other industries, such as ecommerce. The old FAQs page – even if comprehensive and easily searchable – will no longer cut it. Investing in alternatives to phone or branch-based support could also save banks a lot of time and money in staff overheads.

RBS Helpful

What's in this report?

Packed with behind-the-login insights, this report assesses the help and support options on offer from financial services providers across their desktop and mobile platforms, evaluating their strengths and limitations and how they impact the customer experience. It explores the ways in which providers can build digital help and support functionality that provides solutions for every type of customer. Finally, it discusses how innovations in technology could help banks and consumers alike by ensuring delivery of targeted support with minimal time and cost. Throughout, the report will showcase examples of best practice in the help and support space and major trends in digital help and support.

Over the 35-page report, you'll see real examples from top UK banks like First Direct, Nationwide, Lloyds, RBS, and Barclays, from new entrants such as B and Monzo, as well as from European providers such as Nordea, Swedbank, BBVA, Handelsbanken and Fidor. FinTech companies Nutmeg and Revolut are also included.

We look at the hot topics of pre-authenticated telephone support, live chat and chatbots, secure messaging, improved FAQs, video demos and more.

B Chat

Who should read it?

Those in financial services who are keen to improve the help and support that customers receive online - or those who want a sneak peek at what competitors are doing in this area.

Download a free sample of the report here to get a taste of what we explore in more depth in the full version.

How can you get your hands on it?

Simply drop us a message today!

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