CXM FOR ACCOUNTING FIRMS
In the detail-oriented world of accounting, the customer experience has a profound impact on trust, retention, and a firm's reputation. Strategic Customer Experience Management (CXM) is essential for modern accounting firms, and boostCX provides innovative tools to effectively listen to clients, personalize communication, manage online reputation, and gain insights into the customer experience
Gather and analyze client feedback to improve service quality and trust
It is critical to understand how clients view your firm's services - from onboarding and document collection to final reporting and advisory sessions - it is crucial for refining processes and building trust. boostCX provides the tools to actively collect and analyze client feedback that enable data-driven decisions to enhance service delivery and client satisfaction.
- Easy-to-use survey builder tool tailors surveys to collect feedback for accounting firms
- Engage clients via secure channels like email, SMS, phone, or client portals to collect valuable feedback
- Engage your diverse client base with targeted and multilingual survey options
- Receive AI-generated reports that highlight key trends and provide insight on service improvements
Connect with clients through a variety of platforms
Proactive communication is a key to managing client expectations and building confidence in your firm. Engaging clients with personalized reminders, relevant financial insights, and ready support demonstrates value. boostCX provides the ability to connect and engage with clients via live agent and AI-built support options.
- Deliver personalized and positive customer care with secure back-office support
- Provide accessible support for clients via AI chatbots and live agents
- Track and manage client communications and requests across multiple channels to address complaints
Monitor and manage your firm's online reputation on social media
An accounting firm's reputation is shaped by online reviews on Google, professional directories, and relevant social media platforms that directly influence a prospective client's decision. boostCX provides the tools and solutions to effectively monitor your firm’s reputation, manage your professional brand, and build trust.
- Collect and track client reviews from Google, Yelp, professional directories, and other relevant platforms
- Respond to online feedback to manage your firm's reputation and engage with at-risk clients
- Receive real-time alerts for new reviews or specific negative keywords that enable quick responses
Understand Your CX Maturity Level
How mature is your customer experience strategy? Find out with a FREE, personalized CX Health Check.
The boostCX Health Check can help you understand where you're at, and where you need to be. Complete the assessment to:
Evaluate your current customer experience operations
Get personalized, tactical advice on areas of improvement
Receive a CX Maturity Model score
Scale your CX operations for success
How do you know if you're getting the most value from your customer experience management strategies?
Download this free eBook to learn about how to make data-driven decisions by tracking key performance indicators (KPIs) across your customer experience initiatives.
Download to learn about:
Which key performance indicators (KPIs) are critical to measure for the success of your customer experience initiatives
The best approached to identifying strengths and weaknesses in your customer service strategies
How to make data-driven decisions to implement immediate improvements across your business
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How To Improve the Customer Experience in Banking
Banking is a competitive business and delivering an exceptional customer experience is key to attracting and retaining clients. Improving the banking experience is more than just a goal — it’s a necessity to drive success in the finance industry. boostCX is a premier customer experience management solution for financial institutions that helps banks deliver personalized, efficient, and memorable experiences that keep customers coming back and we want to help you improve the customer experience in banking.
Top 6 Ways to Improve the Customer Experience in Banking
We live in a modern and digital age where convenience and personalization are key and providing a memorable customer experience is critical to the success of financial institutions. From streamlining account opening processes to leveraging AI for proactive support, banks must continue to adapt and innovate to meet evolving customer expectations.
Let’s dive deeper into the Top 6 Ways to Improve the Customer Experience in Banking:
1. Simplify Opening Accounts
When opening an account is over complicated, potential customers can get frustrated and abandon the process — choosing a different bank. Make it simpler for customers to open new accounts with streamlined processes and minimal paperwork. You can offer online applications, digital document verification, and quick approval timelines to create a smooth onboarding experience.
2. Embrace AI for Proactive Service
Employing Artificial Intelligence (AI) technology to anticipate customer needs and provide personalized recommendations is a great way to improve the customer experience. AI-powered chatbots and virtual assistants can offer 24/7 support, resolving queries and providing relevant information, even outside of traditional banking hours. Advanced AI can do even more — improving product development, providing compliance support, streamlining customer operations, and providing insight into marketing and sales initiatives.
3. Provide Customers with Self-Service Options
More and more customers prefer the benefits of digital, self-service options available at many banks. Self-service options give customers added control over their banking experience with innovative tools that deliver instant feedback and results. Mobile apps, online portals, and interactive FAQs enable customers to manage their accounts, make transactions, and access information independently, reducing their reliance on call centers and branch visits.
4. Seek and Act on Customer Feedback
A crucial strategy to improve the customer experience at your bank is to actively listen to your customers through surveys, feedback forms, and social media engagement. Analyze and use this valuable input to identify pain points, address concerns, and continuously improve your products and services. This shows customers that you care about their experience and value their perspective.
5. Replace IVR with Digital Solutions
We have all been on the phone and experienced the frustrations that go hand in hand with Interactive Voice Response (IVR) menus. To improve the customer experience — ditch frustrating IVR systems and embrace digital channels like live chat, messaging apps, and social media to provide more personalized and efficient customer support. WhatsApp is a popular alternative for many financial services.
6. Connect Life Events with Products and Services
It is important to understand your customers’ life stages and tailor your offerings to fit those key events. Banks can offer specialized products and services for major milestones like buying a home, starting a family, or planning for retirement, demonstrating your commitment to their financial well-being. This information can be gathered by looking at customer data trends and changes to create more personalized experiences.
Knowing how to improve the customer experience in banking requires a proactive and customer-focused strategy. With the right customer experience feedback and data, banks can simplify processes, better leverage AI, empower customers with self-service options, and act on their feedback to produce stronger relationships and gain a competitive edge. boostCX provides the tools and expertise needed to implement these strategies effectively at your financial institution.
What Is the Customer Journey in Finance?
What is the customer journey in finance? The first key to success in the finance industry – banks, credit unions, lenders, and more – is to understand the steps that each customer takes within the scope of your business. The customer journey is the complete path a customer takes when interacting with your financial institution, from the initial steps to open an account to using online banking apps and seeking investment advice. Armed with a better understanding of this customer roadmap, you can better engage with customers and identify areas for improvement.
boostCX may be able to help you understand the customer journey – no matter what industry you work in – with an innovative suite of customer experience management tools that empower financial businesses to gain deeper insights into each touchpoint within the customer journey. By analyzing customer feedback and identifying potential pain points, boostCX helps you tailor your financial services to better meet customer needs and deliver an exceptional customer experience in finance that produces loyalty and growth.
What Are the 5 Stages of the Financial Customer Journey?
The financial customer journey isn’t a one-time thing – but a series of steps a customer takes as they interact with your bank, credit union, or financial institution. Understanding these stages is key to providing a seamless customer experience and identifying potential pain points along the way. The five main stages are – awareness, consideration, evaluation, service, and loyalty. By understanding these stages and examining the customer experience at each one with the help of boostCX, you can transform the customer journey into a loyal and profitable relationship.
Stage 1: Awareness
In the initial awareness stage of the financial customer journey, potential customers are just discovering your financial institution. boostCX helps you optimize your online presence and marketing campaigns with market research and brand management services to reach the right audience with the right message. This may involve developing informative content, and creating engaging social media campaigns to spark interest and attract potential customers who are ready to explore your financial services.
Stage 2: Consideration
The next stage is the consideration stage where potential customers compare your financial services to competitors – weighing the pros and cons. boostCX empowers you to showcase your value proposition effectively and directly engage with customers on a variety of platforms. By analyzing customer feedback, boostCX can help you identify desired features and pricing options that may lead more potential customers to choose your institution.
Stage 3: Evaluation
In the evaluation stage, customers research specific products like mortgages or investment accounts provided by your institution. Within the scope of this stage, boostCX empowers you to streamline the evaluation process and provide exceptional customer support. Analyzing website traffic patterns and customer feedback with boostCX tools, can help identify areas of confusion within online applications or product information. This allows you to optimize online navigation and processes, develop clear and concise explanations, and offer multiple engagement services to ensure a smooth and frustration-free evaluation process.
Stage 4: Service
The service stage is the point in the customer journey where the customer experience truly takes center stage and they interact with your business on a variety of levels and platforms. boostCX is here to help you to deliver exceptional service across all touchpoints of the customer journey. By monitoring customer sentiment and identifying areas for improvement, boostCX can help you streamline processes, train staff to better serve customer needs, and offer personalized solutions to customer inquiries – which translates to faster resolutions, happier customers, and a stronger foundation for long-term loyalty.
Stage 5: Loyalty
Fostering and building loyalty in the final stage of the financial customer journey is key to long-term success in this industry. boostCX helps you go beyond basic transactions by identifying upsell opportunities and providing personalized recommendations for additional financial products or services that align with evolving needs. boostCX helps you engage with customers in real-time on a variety of platforms that helps you build trust and loyalty outside the basic framework of your financial institution. By demonstrating a commitment to your customers’ financial well-being, you can transform loyal customers into brand advocates who recommend your financial institution to friends and family.
The financial customer journey is no longer a mystery when you understand the five key stages – awareness, consideration, evaluation, service, and loyalty. boostCX equips you with the tools to map your customer journey, identify areas for improvement, and deliver an exceptional customer experience that fosters loyalty and drives growth for your business.