Juntos recently participated in the LATAM Open Banking Forum, where our CEO & Co-Founder Ben Knelman presented on how chatbot investments are failing and how true value can be unlocked using 5 golden principles.
The session was derived from our newest eBook, that we just released called Chatbots Hype vs. Hope where we go in depth about their promises, their pitfalls on unlocking value and the best practices one bank used to drive growth.
One key takeaway from our session is that only four percent of customers are using their financial institution’s chatbot in an industry that predicted that eighty-five percent of customer service interactions will be handled by chatbots by end of 2020.
Consequently, how can financial institutions drive growth and improve their customer relationships using chatbots? By employing the 5 golden principles:
- Focus on what’s going to actually make a difference for the customer.
- Be proactive.
- If all you do is sell, you’re limiting your sales.
- You want a long term customer - take a long term approach.
- Iterate, iterate, iterate!
Finally done right, proactive long-term warm conversations, go way beyond customer support cost savings, and induces a cycle of trust with your customers that can help financial institutions drive growth.
We will recap the session in our upcoming webinar (TBC).
You can read the eBooks' version in Spanish here.