Onboard customers with minimal drop-offs. Drive product discovery across different banking categories like digital wallets, auto loans, BNPL, etc.
The fintech and banking sector in Southeast Asia has undergone a 360-degree transformation in the last decade. In 2023, customers expect that financial institutions increasingly provide personalized service, immediate response, and convenience of usage.
Without a data-driven, omnichannel approach to banking and fintech, bank and financial institutions risk losing customers to the competition. The benefits of omnichannel banking ensure higher customer transactions and customer satisfaction, resulting in higher revenue and loyalty.
Omnichannel digital banking focuses on the overall customer journey and engaging customers across all stages of the lifecycle.
The omnichannel banking experience focuses on integrating multiple channels to create a seamless experience for customers. Multichannel means multiple channels, both online and offline but this approach doesn’t focus on integrating different channels. In essence, a multichannel approach is more channel centric while an omnichannel approach is customer centric.
Traditional banking offers face-to-face customer service and support through bank branches, while online banks may not even have a physical office. Omnichannel banking offers a middle way between traditional banking and online banking, offering the best of both worlds through a variety of channels that connects across platforms and devices.
Omnichannel banking improves customer centricity, allows customers to switch between channels and allows for real-time interactions.
Omnichannel banking helps banks to optimize their lead generation efforts by analyzing the saving, investment, and spending patterns of customers. A key advantage lies in gaining access to transaction data which can help you find highly qualified prospects whose purchase behavior closely mirrors your existing customers.
Another advantage lies in the ability to measure time spent across different pages across the omnichannel platform. By understanding the behavior of users, banks can efficiently improve upsells and cross-sells, thereby increasing omnichannel sales.
Omnichannel banking helps banking customers enjoy a seamless consistent experience across channels in real-time. Now, banks can connect with customers across digital channels that are preferred by customers. This not only contributes to channel efficiency but helps banks in cost savings and offers higher customer satisfaction.
A banking customer switches between three to four screens before completing a transaction. This is why an omnichannel approach helps traditional banks, digital banks and fintech companies. Banks can use multiple marketing channels to integrate and provide a seamless omnichannel experience. For the customers, a major benefit lies in the ease of moving from the app to the website to push notifications to social media, while experiencing consistency in branding and communications at all touchpoints.
Some of the digital channels that can help in marketing personalization and simplifying the customer journey in and out of the banking apps include mobile push notifications, emails, SMS, in-app messages, web push notifications, and on-site messaging (OSM).
An omnichannel marketing platform can improve user engagement for digital banks. With omnichannel marketing automation platforms like MoEngage, improve your onboarding completion rate and minimize drop-offs with personalized insights into customer behavior.
Drive engagement and digital adoption through AI-driven, personalized messages around your consumers’ behaviors, such as bill payment notifications, loan qualifications, or finding a nearby branch location.
Win back inactive or hibernating consumers by re-engaging them on various channels through personalized offers like a complimentary high-interest savings account or a consultation on investment strategies.
This 3-Part Ebook Series is for decision-makers and executioners across retail banking, digital banks, neobanks, investment banks, brokerage firms, insurance, and mortgage companies. This ebook contains a blueprint to streamline digital banking operations such as onboarding new customers, driving product adoption, personalizing engagement, and winning back hibernating and churned customers.
Artificial intelligence in banking can help automate manual processes, helping retail banks and other financial services reduce manual effort and time. Additionally, artificial intelligence can also enhance customer experience and accelerate decision making.
MoEngage is an insights-led customer engagement platform (CEP) that can help banking and other financial companies connect with customers through a variety of channels to automate campaigns. Additionally, MoEngage’s advanced AI-driven analytics engines help marketers gain access to data driven insights.
Please wait while you are redirected to the right page...