Would you love to know How financial service providers use Slack to elevate customers? If you are an entrepreneur or a business person then this post is a must-read for you.
How Financial Service Providers Use Slack To Elevate Customers
Do you know that slack has been helping many organizations get to where they belong? From external collaboration to fast support solutions, this company has been providing its customers with the best digital solutions to problems.
With various complex regulations inculcated into the business, the financial services sector has always required a great exceptional amount of collaboration and processes to help serve its customers. And today that need has grown extensively and even more complex, as digital innovation revolutionizes financial services globally, diminishing foot traffic into many branches and then expanding consumer expectations.
Various business leaders have emerged in regards to digital transformation in banking, and at the heart of their strategies: is Slack. And here’s how three of these companies are using Slack to transform the way that they collaborate and create a seamless digital banking experience for their customers.
Starling bank is the first bank in the U.K. to offer mobile-only checking. And with that being said the financial institution has been a leader in the digital banking space from day one. And since customers have full control over their money making use of the Starling Bank app, delivering fast and efficient customer services while at the same time complying with various banking regulations is crucial.
And this is the reason why Starling Bank’s management portal which is an operation and customer support web app that runs payment queues feeds into private Slack channels, places for teams to easily share messages, tools, and files. In this portal, key reviewers can simply approve or reject sensitive actions with just a single click. These actions are then archived and stored in a neat pipeline that can be easily accessed for audits.
On the other hand, reviewers also get help from Starbot, which is a custom Slack bot designed in-house to automate Starling Bank’s developer operations processes. It assigns less-senior developers temporary escalated privileges to help deploy releases or diagnose issues, and this is including restarting servers and rebooting non-production-related services.
In order to make investment easily accessible and provide simple, straightforward advice to over 175,000 customers, Wealthsimple as a company and platform has virtually eliminated email and therefore made Slack its hub for day-to-day operations. Although Wealthsimple’s online platform offers algorithm-driven investment, customers can simply engage with real investment advisors whenever and wherever they are in need of assistance.
Requests of customers get relayed via Slack from Wealthsimple’s customer success team. This process dramatically cuts down the turnaround time for customers on even the most complex of issues. Funds transfers can be expedited via the company’s #back-office-funding Slack channel, and in the process giving customers in Toronto’s fiercely competitive housing market a step ahead of other buyers.
The customer success teams can also almost immediately relay feedback about everything from website typos down to product requests via the companywide #feedback channel. This direct pipeline simply means new features are now able to roll out more quickly and efficiently, ensuring that customers feel like their concerns are being speedily addressed.
The slack tool was so well received by Intuit’s TurboTax, QuickBooks, Mint, and Turbo teams that adoption of it quickly went viral internally. Employees of Intuit are collaborating across divisions like never before using this tool and this is including with external partners in Slack guest channels and in the process creating brand-new cross-functional opportunities to help serve customers better.
The platform (Slack) has become the central hub for Intuit’s worldwide customer support team, which is scattered all over the world. The platform has made it very easy for the large team to adopt simple workflows, get new teammates with internal goings quickly, control permissions for seasonal contract hires, and also quickly resolve customer support issues. employees of Intuit also can access Learning Bot which is a custom Slack app integration that acts as a concierge for ongoing education in regards to the company’s internal workings.