How financial institutions are using digital to keep consumers connected in times of crisis

Published March 23, 2020

According to the World Health Organization, the COVID-19 pandemic continues to impact countries around the globe. As a preventative measure, consumers continue to  practice social distancing, which is increasingly including bank and credit union branches. As people adjust to this new normal, there will likely be an increase in digital banking use. 

Indeed, a poll from Lightico found 82% of respondents said they were concerned about going to their local bank, with 63% saying they’re more inclined to try a digital app or website than before the coronavirus pandemic.

So it’s crucial that banks and credit unions offer a seamless, intuitive digital banking and payments experience for their customers and members. These digital experiences should allow consumers to easily handle banking tasks anywhere they happen to be.



Help customers and your business achieve more with digital

Your financial institution can also use digital channels to build trust and strengthen customer relationships, offering simple self-service banking options and tips. 

For example, some banks and credit unions are highlighting the benefits of completely contactless voice banking apps for quick account updates and the latest information on branch hours or availability. They’re also using interactive digital chat or video technologies to stay connected. 

Some are also using their digital banking platform to remind customers they can use mobile banking location services to find a nearby ATM/ITM or drive-thru, or to schedule an appointment at branches that may be open but only taking 1:1 in-person meetings, limiting queues. 

As consumers face financial concerns, many financial institutions have taken to their websites and social channels to share ways they’re offering support with waived fees, delayed payment options or funding assistance for small businesses. 

They’re also providing or linking to guidance on how to avoid coronavirus-related scams, how to rebound from a financial hit and how to prepare for other “black swan” events in the future.


Tools to help you promote digital banking: Download NCR’s Digital Banking Awareness Campaign Starter Kit

Drive communication and adoption of your digital banking tools with NCR’s editable digital campaign marketing starter kit. It offers content you can customize using your logo, brand colors and more, including contact center messaging, branch signage, digital prompts, statement inserts, social posts and other content. Get it here


In times of uncertainty, NCR is ready to help

As your leadership, marketing and tech teams work with front line staff to deliver communications to help customers transition to digital banking, we can help.

We have tools and resources to help your financial institution’s marketing and communications teams create an effective communications plan. Start with the below: 

NCR is committed to helping financial institutions of all sizes navigate the many challenges of the COVID-19 outbreak. For more information—please contact NCR. 

Our banking solutions experts are in the trenches with our customers, working hard to help provide guidance, solutions and recommendations.

You can find us at, have us call you back, call us in the U.S. at 1-800-CALL-NCR or call outside of the U.S. at 1-937-445-1936. 

More Resources for Banking

8 simple steps for increasing digital banking adoption

Are you giving customers the digital pay options they want?

Banking: Helpful resources for the extended tax deadline

Banking: Maintaining your customer connections during social distancing mandates

BankPlus uses at-home video tellers to keep customers connected

Banks and credit unions: How to communicate to customers and members during the COVID-19 outbreak

Better Experience, Lower Costs: TruWest Customer Story 

Cash and ATM trends during the COVID-19 pandemic

Can mobile bank branches support communities during a pandemic?

Cleaning NCR Hardware

Cybersecurity in the digital market space amid COVID-19

Download NCR's free Digital Banking Adoption Campaign Kit

Harnessing technology to stay connected to your banking customers

Help your banking staff handle basic first line ATM maintenance tasks to help maintain uptime

Help your online banking users combat fraud during COVID-19

How banks can use self-service to support SMB customers right now

How financial institutions are using digital to keep consumers connected in times of crisis

Key benefits digital banking brings to your financial institution

NCR banking customers: Frequently asked questions for financial institutions

Promote mobile check deposits to reduce in-person banking

Promoting digital banking to customers when physical interactions are limited

Reducing face-to-face banking interactions during the COVID-19 pandemic

Securing your ATMs during the COVID-19 pandemic

Some best practices for handling cash during a pandemic

The move from physical to e-journal at the ATM

The time is now for banks and credit unions to shift to a digital-first mindset

Top ways to keep in touch with your customers

Trusted resources you can lean on to stay informed during COVID-19

Using ATM displays to share critical information

Your checklist for driving digital banking adoption

What is Peak Season 2? And can you manage it remotely?

What we can learn from Chinese banks about the impact of coronavirus

Need more information?