Customer Support for E/M-Banking Users
by Swati Mehta
Aug 21, 2012
1 min
E/M-banking systems depend on above all on clients’ trust. This Note examines various dimensions around enhancing customer experience.
Customer delight is no longer a ‘nice-to-have’ strategy, but increasingly recognised as integral to any sound business-model. While customer service and support is important for any product, it is vital for financial services that deal with people’s money. It is even more significant in the context of the illiterate/semi-literate poor, having their very first experience with financial services delivered through non-traditional channels, outside bank branches through retailers or business correspondent agents. This Note examines various dimensions around enhancing customer experience. E/M-banking systems depend on above all on clients’ trust. Customer service is key to building and maintaining that trust.
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