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 Teller Machines (ITMs) to stay connected to their customers with teller/customer face-to-face video transactions.
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 (and fraud is on the rise during the pandemic), how to rebound from a financial hit and how to prepare for other “black swan” events in the future.