One of the corporate areas that can obtain the greatest benefit from this quantification is the Products area, since the study reflects that 18% of users showed interest in acquiring a card , which can easily be derived to the sales sector, allowing us to reach the established goal.
are opening up, some of them are also closing, thus receiving 1,607 requests for card cancellations , compared to the previous period, the requests were 264 cancellations, reflecting exponential growth.
Finally, 2,557 users mentioned that they were waiting for responses regarding requests, queries or complaints about their cards. Here we begin to see the Achilles heel of this digital evolution. Many companies in the financial sector did have a solid strategy in terms of digital, however, by arriving in such an overwhelming way, they were not able to establish innovations in the customer service spectrum.
ONLINE CHANNELS
As we transition to this “new normal” during the COVID-19 crisis, online channels base de datos correos mexico seen as the new refuge for consultations, with an increase of more than 400% in conversations about procedures through these channels compared to the first and second quarters of the year.
This is why 36% of the comments about online channels were questions about how to carry out transactions, order products or other procedures through non-physical channels , which shows us that customers are eager to learn about new procedures that they were not used to before.
Following the transitional line, 40% of the conversations were about web-based management and the other 35% were about the mobile application , which can also be identified as the epicenter of what “remote service” means.
With this migration to the digital service, 2,566 comments were also identified about procedures that could not be completed through offline channels and had to be managed through calls, in addition to 3,375 mentioning "not being able to" 1. Log in 2. Pay card 3. Make transfers 4. Recover password , which shows us that perhaps implementation is still difficult for the financial sector, this being one of the most traditional.
CONSIDERATION ON DEBTS
The most frequent conversations within this item were about accessing the rescheduling of the total installment and not just the minimum payment, since users consider the benefit that this represents for their economy, in addition, the collection of interest is an issue that they request to eliminate during this pandemic.
On the other hand, at the time of the development of the study, clients requested to be allowed to opt for the rescheduling and freezing options for all types of debts, including not only cards but also credits, mortgages, loans, etc., thus avoiding automatic charges.
Following the development of this study, the financial sector adjusted the measures previously provided, thus providing greater benefits to its users.
AFP and CTS
The withdrawal of the amount from the AFP and CTS was a sensitive point in the sector and 98% of the conversations pointed towards the main banks in the country.
It all started with queries about withdrawal availability, which accounted for 2% of the conversations. In addition, 52% claimed that it was necessary to go to an office to be able to make the withdrawals .
After that, users began to feel uneasy. In 5% of their queries, they stated that banks charged commissions for withdrawing their AFP and CTS, and in addition, 3% indicated that the AFP amount was deducted to cover payments for other debts in the credited account, which helped to increase the percentage of negativity, which was finally 62% in this section.
ATTENTION
Due to the quarantine and mandatory social distancing, 30% of mentions were obtained regarding inquiries about office hours and availability, since customers had many doubts regarding the extension of itineraries and the lack of uniformity in them across various banks.
Due to the short time windows during face-to-face assistance, communication channels were saturated, as was the impossibility of communicating with advisors or long waiting times.
Finally, the demand for 24-hour assistance offers an opportunity for implementing suggestions for the use of chatbots or virtual assistants that are more effective and trained to handle queries arising from the impact of COVID-19.
ATMs
One of the banking processes that cannot be carried out remotely is definitely the one regarding ATMs and cash withdrawals, which is why the main process mentioned was “withdrawals” followed by “deposits”, with the highest number of incidents occurring on weekends.