The COVID-19 pandemic accelerated an already massive digital migration, permanently altering consumer behavior and business models. Businesses are expected now more than ever to deliver a seamless omnichannel experience. To meet this increased demand, companies can invest in data and digital technology to provide faster, more responsive service and ensure solutions are targeted to meet consumers’ unique needs and preferences.
Consider automation.
By automating repetitive processes, team members can repurpose their time to focus on meaningful work. Chatbots are a great example of automation because they can provide instant responses for most questions, freeing up customer service representatives to focus on more difficult issues. However, automated technologies should be used to enhance, rather than entirely replace, the human experience. While many customers want a personalized experience, there is still a desire for a balance between face-to-face interaction and automation.
Go mobile.
From shopping to banking, utilization of mobile channels continues to grow significantly. It is critical to have a mobile presence where customers can engage with your brand and buy your products and services.
It is equally important that you are equipped to accept digital payments safely and efficiently. If you are interested in getting started with digital payments, FNB’s Merchant Services team can provide a comprehensive digital payment strategy that is secure and cost-effective. We also offer innovative solutions to protect against fraud:
