By Mark Jopling, vice president retail banking & financial services, BT
With so many things in life today, technology has created an environment where everything is faster and simpler. While the internet may have started only as a way of sharing information, nowadays there’s not much that can’t be done online. The world of banking, for example, has moved many services online and made them available via mobile apps. But the question is, when it comes to banking do we really want instant digital service, or is there still a need for the human touch?
Our new study in partnership with Avaya has found that the ways that people are using to connect with their financial service providers has grown by 44 per cent. We conducted a similar study about two years ago, and the results show remarkable levels of growth. Up to 23 per cent of us now connect with our banks using apps, 11 per cent of us use web chats, and for the first time, video calls are being used, with three per cent of people having used it to try and contact with financial services companies in 2014. [Read more...]