|
|
|
Deploy Training Tips for Online Customers
by Michele Petry
Churn is a major problem with online banking customers. Don't know what it is? It's turnover in your user base resulting from dissatisfied customers. One way to combat churn is to improve customer satisfaction through doing a better job of communicating to users the great features you have available and making it easy for them to use those features.
Do your customers know about all the bells and whistles of your Internet banking system? Sometimes even the simplest of features can go unnoticed, but once pointed out, they can greatly help your customer to help themselves. Give your customer a few tips,and chances are you will gain a much
happier customer in the end.
Here are a few ideas for helping your customer learn about the specifics of your online system.
Code in a Training Tip dialogue box that will launch when a user loads one of your pages. Set it up so that a user has the option to turn the pop-up box on or off depending on their level of expertise. For those users who wish to view the tip, have it set up so that you use an automated script that sets a cookie to allow the system to determine which tips the user has already seen and to load a new one each time the user visits.
A tip can be as simple as something like this:
"Schedule that Bill Payment for a future date: When using online bill payment you can specify that you want the payment to occur at some date in the future. Simply click the button that says "Set payment date" within the bill pay portion of the site, then enter the date you would like your bill to be paid."
or
"Online security is a priority for our bank. For your security, we have an auto timeout feature set to 10 minutes. If you have not interacted with our online banking system during that time, you will be automatically logged off the system for your own protection. If you wish to extend the length of the timeout period, you have the option to do so. Simply click on "Settings" and
change the timeout to something you are comfortable with."
First published on BankersOnline.com 08//27/01
Home | Compliance | Lending | Operations | Security | Marketing | Technology | eBanking
BOL Archives Privacy Policy Important Disclaimer Recommend This Site ! Contact Us
BankersOnline is a free service made possible by the generous support of our
advertisers and sponsors. Advertisers and sponsors are not responsible for site content. Please help us keep BankersOnline FREE to all
banking professionals. Support our advertisers and sponsors by clicking
through to learn more about their products and services.
|
|
|
|
Print Friendly!
Email This Article!
Discuss NOW!