Digital or call center is no longer sufficient for customers

Anonymous financial and insurance support can be dangerous for you

One of our colleagues had a very special experience with two larger banks. In the past this colleague had told us again and again about "great online banking" with a bank.  He was out shopping and needed a larger daily limit on his accounts. One bank had for him as a good business client an unavailable client advisor, whose deputy was also not available, and otherwise a call center that, apart from "we pass on", could do nothing. The employees in the branch, whom he visited especially, were also sorry. This bank also separates its business customers in such a way that it is almost impossible to help them in the branch.

The nice branch employee at least had a compassionate look and consolation "but someone comes to the branch for business customers two mornings a week".  The Federal Republic of Germany has also been involved in this bank for several years, it also regularly asks its customers, by the way, but we doubt that an answering machine or call centre without competence can call this a "future".

However, our colleague reported about his second house bank, which among other things sponsors the Champions League, one with so far not quite so optimal abilities in online banking. BUT!!! who manages to organize the personal care excellently. What was the reaction to the call there?  The colleague was sent an SMS with code for identification and the daily limit was adjusted. What the client wanted for more than two hours at his first house bank, his second bank managed in a short time.

Our conclusion: Two billion banks, one of them with state participation.

One bank has understood that helping the customer with competence! is actually superior to many "only digital" solutions and anonymous call centers.  We believe in a mix of personal, non-changing, independent contacts in our stores. Digital? Of course, anyway.