How financial institutions are using digital to keep consumers connected in times of crisis

According to the World Health Organization, the COVID-19 pandemic continues to impact countries around the globe. As a preventative measure, consumers continue to practice social distancing, which is increasingly including bank and credit union branches. As people adjust to the new normal, there has been an increase in digital banking.

Indeed, a poll from Lightico found 82% of respondents said they were concerned about going to their local bank, with 63% saying they’re more inclined to try a digital app or website than before the coronavirus pandemic.

So it’s crucial that banks and credit unions offer a seamless, intuitive digital banking and payments experience for their customers and members. These digital experiences should allow consumers to easily handle banking tasks anywhere they happen to be.

Help customers and your business achieve more with digital    

Your financial institution can also use digital channels to build trust and strengthen customer relationships, offering simple self-service banking options and tips.

For example, some banks and credit unions are highlighting the benefits of completely contactless voice banking apps for quick account updates and the latest information on branch hours or availability. They're also using Interactive Teller Machines (ITMs) to stay connected to their customers with teller/customer face-to-face video transactions.  

Some are also using their digital banking platform to remind customers they can use mobile banking location services to find a nearby ATM/ITM or drive-thru, or to schedule an appointment at branches that may be open but only taking 1:1 in-person meetings, limiting queues. Learn how one of the largest ATM networks in the UK was able to reduce costs, increase control of their network and ultimately drive customer loyalty, all through one transaction processing system.

As consumers face financial concerns, many financial institutions have taken to their websites and social channels to share ways they’re offering support with waived fees, delayed payment options or funding assistance for small businesses. 

They’re also providing or linking to guidance on how to avoid coronavirus-related scams (and fraud is on the rise during the pandemic), how to rebound from a financial hit and how to prepare for other “black swan” events in the future.

Tools to help you promote digital banking: Download NCR’s Digital Banking Awareness Campaign Starter Kit    

Drive communication and adoption of your digital banking tools with NCR’s editable digital campaign marketing starter kit. It offers content you can customize using your logo, brand colors and more, including contact center messaging, branch signage, digital prompts, statement inserts, social posts and other content. Get it here

In times of uncertainty, NCR is ready to help    

As your leadership, marketing and tech teams work with front line staff to deliver communications to help customers transition to digital banking, we can help.

We have tools and resources to help your financial institution’s marketing and communications teams create an effective communications plan. Start with the below: 

• Checklist for driving digital banking adoption 
• Best practice examples for driving digital banking adoption
• 8 simple steps for increasing digital banking adoption
• Social Starter Kit

NCR is committed to helping financial institutions of all sizes navigate the many challenges of the COVID-19 outbreak. For more information—please contact NCR. 

Our banking solutions experts are in the trenches with our customers, working hard to help provide guidance, solutions and recommendations.