Digital transformation often focuses on tech. On the digital.
But it’s humans that use the tech. Humans that have questions. And more often than not, humans who have to answer those questions — or recommend that tech.
Yes, you need tech walkthroughs on your website for clients. They’re an important tool for driving adoption of your digital products.
But so are your branch staff. And they need help in the form of technology walkthroughs too.
Here are three reasons you should give staff access to walkthroughs in-branch.
1) Employees Don’t Know How to Use Your Products
At most financial institutions, employees aren’t required to bank with the institution they work for. As a result, many of your employees likely aren’t familiar with your digital tech.
“The greatest inhibitor to digital transformation initiatives is low digital literacy or expertise among employees.” [1]
To get employees to promote tech and answer customer questions, you first need to train them on your technology. Not only the benefits and features — but how to actually use it.
Technology walkthroughs are an ideal way to accomplish this.
And having tech walkthroughs available on-demand in branch lets employees learn about new tech in their downtime — or take refreshers as needed.
2) Clients Have Questions
Clients are always going to have questions when you release new tech. And your frontline branch staff need to be prepared to handle those support requests.
You don't want a customer to come in, ask questions, and be told to call a support line. That’s not a great customer experience.
Often, people are nervous about making mistakes when using new technology. They are looking for guidance and reassurance from staff about how to use the technology right. Many are uncomfortable taking that step alone out of fear of messing up their finances.
Tech walkthroughs let staff walk clients through transactions visually.
They don’t need to explain, they can simply show clients how to do it — or let them practice without the risk of a live environment. That combination of practice and coaching builds confidence so clients are more likely to use a digital option for their next transaction.
3) They Need Tools to Drive Digital Adoption
One of the best times to bring up digital banking is when a customer is at a branch to accomplish a transaction that can be done digitally.
"Among customers who used a traditional channel in the past three months, 25% were interested in accomplishing the same task digitally. This presents a win-win opportunity: by proactively finding digital-ready customers and encouraging them to explore online and mobile options, banks give customers the benefits they seek while reducing service costs." [2]
Hosting walkthroughs on tablets lets branch staff pull clients out of line and walk them through their transactions digitally. This shows clients how convenient the digital alternative is — and helps build confidence so clients are more willing to complete their transaction digitally in the future.
The Bottom Line
Technology walkthroughs have a lot of uses for frontline staff in your branches. They can be used to teach staff to use your tech, guide clients through processes, and promote your new tech.
Ultimately, walkthroughs empower staff to provide timely and accurate information to clients.
