SilverCloud, Inc., the only support solution built exclusively for the financial services industry, announced that it released its weekly Digital Support Trends. Digital Support Trends outlines the weekly trends on what banking customers are asking on both banking websites as well as within mobile banking. SilverCloud’s Consumer Support solution delivers automated support for more than 200 banks and credit unions. With over 1,000,000 customer queries each month, SilverCloud has the largest banking-specific database of customer questions.
New Data Report from @SilverCloudInc ‘What Banking Customers Are Looking for in Digital Channels’ #bankingindustry #AutomatedSupport #DigitalSupport #SelfServiceSupport #Chatbots
As banks and credit unions have been forced to push its customers towards digital during the pandemic, there are some interesting trends outlining what questions banking customers have and how that has varied since March . For instance, the week of March 9 – March 15 saw a spike in customers looking for Online Banking assistance. March 16 – March 22 saw a huge spike in the number of lending questions (Rates, Mortgage Rates, Refinance, Loans) across both the website and mobile banking. This data also shows the need for digital support has never been higher. The number of questions being asked is increasing between 5 percent and 8 percent a day since March 1. Usage on SilverCloud’s Banking Chatbot has also increased by 50 percent since March 1.
SilverCloud VP of Insights DJ Haskins said, “Our data shows that the need for digital support has never been higher. For most institutions, really understanding what customers are looking for has been a challenge. Our hope in releasing this data is that financial institutions are able to better understand how they can serve their customers, not just during the COVID-19 Pandemic, but beyond.”