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New Trends in

Customer Service

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Customer Service INTRODUCTION

TO

CUSTOMER SERVICE

o The way a business looks

after its customers

o Team effort

o Vital part of managing a

business

o Good customer service leads

to. . . . . . . .

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CUSTOMER

SATISFACTION

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CUSTOMER SATISFACTION

o the product or service must meet

customers wants

o Positive experience for the

customers

o After sale service should be positive

and appropriate

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o Increased sales

o Customer loyalty

o Enhanced public image

o More effective workforce

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BASIC STEPS FOR CRM

oAttracting present and new customers.

o Acquiring new customers.

o Serving the customers.

o Retaining the customers.

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CRM A POWERFUL TOOL

o Increase sales potential and value of the customer to the bank.

o It adds to customer loyalty of the business.

o Integrates various components of a business - sales, marketing, IT and

accounting.

o The core objective of modern CRM methodology is to help businesses to use

technology and human resources to gain a better view of customer behavior.

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OBJECTIVE OF CRM IN BANKS

o To simplify marketing and sales process.

o To make call centers more efficient.

o To provide better customer service.

o To discover new customers and increase customer retention.

o To cross sell products more effectively.

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Mobile Banking

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Background and key drivers

BACKGROUND AND KEY DRIVERS

oAvailability and

affordability

oAnywhere anytime device

oOptimizing distribution

mixo Cost-to-serve

oMobile rdc

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ANALYSIS

o Beyond basic functionality

o Mobile apps & unique

value added services

o Difficult regulatory

environmento Gamification

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IMPLICATIONS

o Comprehensive mobile

banking and smartphone

strategyo Integration with core-banking

o What is important for the

customer? Focused channelspecific strategy

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What is online banking?

First offered in New York in 1981

Stanford Credit Union created the first online bankingwebsite in 1994

The RBI facilitated growth of e-Banking by passing the IT

Act, 2000

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Our youngest generation of e-money ventures

include:

Google Wallet

PayPal

Internet currency

Voice payment

Self-pay

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Advantages of e-Banking

Use of online services impacts retention, cross selling and overall

customer value

help reduce cost in the physical channel

Availability of transaction services 24x7

Account is in direct control of the customer

Mobile and convenient

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The future of e-Banking

The online transaction volumes within the online

channel are estimated to have grown at the highest

rate through 2008-11

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The future of e-Banking

The key focus area for banks is to upgrade their

existing online platform by supplementing

them with advanced functionalities and

features

entering an era of social banking

convergence of online banking, social

networking, gaming, rewards and payments

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Increased leverage

of

SOCIAL MEDIA

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Pizza arrives at the table : Instagram!

Flight delayed by an hour : Tweet it!

Aha!! I am gettingINSTAGRAM-ED!!

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Customer expectancy listen, respond and

offer through SOCIAL MEDIA. Most banks use this technique -

accounts/pages/channels on Facebook, Twitter

and YouTube.

Example : Moven BankCRED.

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BANKSuse social media

Recruiting

Supporting retail customers

Generating lead for brokers

Recommending funds.

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Presence of Banks on Facebook

Indias largest private sector bank - ICICI Bank -

over 2.1 million likes on its official Facebook

page.

HDFC Bank - about 1.5 million likes on its official

Facebook homepage.

Axis Bank - more than 1.2 million likes.

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PROJECT DONE BY.

o Larissa Coelho - 12

o Erica Fernandes - 15

o Shresha Sharma - 50

o Ashwini Shetty - 51

o Rutvi Shrimanker - 52

o Vishaka Vamanjur - 55