Complaint Management Challenges That Erode Customer Trust
Banks face significant challenges in handling customer complaints, including efficiently managing high volumes, ensuring consistent service across multiple channels, and striking a balance between compliance and customer satisfaction. These issues can create inefficiencies, delay resolutions, and increase the risk of losing valuable clients. They also need to adhere to SLAs for resolution and provide timely reports to government agencies if the complaint was originated through them.
In addition, Customers often feel frustrated when complaints take too long to resolve, which makes them feel their concerns aren’t a priority. Poor communication, unempathetic or generic responses, or a lack of transparency during the complaint process can erode trust, pushing customers to seek more personalized solutions elsewhere.
These challenges underscore the need for an efficient and customer-focused complaints process.
On Demand Webinar Details
In this panel session, Bridgenext and Salesforce explore how banks are revolutionizing the Complaints process with automation, seamless integration, and leveraging AI Digital Assistants with Agentforce.
These innovations empower employees to research and resolve Complaints faster, reducing complexity and stress – ultimately boosting customer loyalty and satisfaction.
Key Topics Explored:
- Emerging trends and challenges processing Complaints
- Building customer trust and loyalty through effective complaint handling
- Utilizing digital tools for faster resolution and improved experiences (Integration, Automation, and AI)
- Live demo: Delivering seamless complaint management
- Evaluating the impact on customer experience
- Anu Agarwal, Senior Director of Product Management, Salesforce
- Scott Effler, Director of Salesforce Product Architecture, Technology and Strategy, Bridgenext
- Sean Hogan, Head of Business Development & Partnerships, Bridgenext
Meet the Panel:
Learn more about how Bridgenext can help you unlock automation between your core banking systems and your Salesforce investments that will allow you to service your customers faster and more effectively.
Download the recorded session today.