Borrowers’ expectations in a digital world
THE borrowers today want a smooth and fast experience, often accessible via the email for their contractual obligations. However, the technology sometimes disappoints, which explains their persistent desire to human contact.
Humans, a majority preference
A study reveals that 79% of French consumers prefer interactions with human beings rather than via digital channels.
The role of emotions in customer relations
Human contact helps build a relationship of trust, essential to guarantee business performance. Digital platforms, no matter how sophisticated, do not replace the empathy and personal interaction that only an advisor can provide. The feeling of understanding and being understood plays a crucial role in customer loyalty. Check out this article to learn more about the importance of customer loyalty.
AI: a complement but not a replacement
There AI is growing rapidly, but for many borrowers, voice remains the preferred channel for resolving their problems and expressing their expectations. Digital tools may have shown some effectiveness, but they cannot fulfill the human desire for authentic interactions.
Frustrations with technology
Despite all the potential of digital to gain efficiency, there remains notable frustration among borrowers. Automated systems and online solutions do not always meet specific customer needs, generating a feeling of voluntary servitude rather than true satisfaction. For a more in-depth perspective, check out this article on digital and voluntary servitude.
Modernize but with caution
The rise of challenger banks and fintechs clearly shows the direction towards a digital future. However, it is crucial for these companies not to lose sight of the value of human capital. To learn more about this innovative financial model, click here: The concept of the challenger bank.
Performance depends on people
To guarantee a quality and lasting customer relationship, human interaction remains essential. Read more on the subject in this article: Customer relations: people remain essential.
