How banks can revolutionise in-branch services with appointment scheduling.
Despite counting as an essential service in most states during the pandemic, Covid-19 forced most banking online with banks reporting increasing use of their digital and mobile platforms, while in-branch activity slowed. Now that restrictions have eased and high streets are open once again, banks have a chance to re-think their in-branch experience by adding new services and adopting appointment scheduling to boost customer experience and loyalty.
The branch of the future
Covid-19 accelerated digital banking trends, but branches still have a major role to play. According to a recent report by Deloitte, “branches are still the dominant channel for account opening” and “branch experience influences customer satisfaction more than online or mobile channels.” Deloitte also found that consumers are 36% more likely to visit branches if they offer extended service hours and 31% more likely to visit if they could schedule personal appointments with a bank representative.
For the banks re-thinking their branch experience to focus on complex face-to-face tasks, such as mortgage negotiations or interest rate discussions, appointment scheduling is a winning ticket. For example, customers could book appointments in advance rather than waiting in-branch, schedule a loan consultation via video call or join a virtual queue and return to the branch when the clerk is ready to see them about their deposits or withdrawals.
Credit in the bank
What’s more, appointment scheduling is increasingly popular with consumers. Qudini’s May 2021 consumer survey found that 81% of bank customers want to book at least one type of appointment. Most wish to reserve a slot for in-store services (45%), followed by the ability to book virtual services by phone or video (35%) and schedule store visits (21%).
In addition, a massive 93% of consumers that have used an appointment service in the last year said it had at least one positive impact on them:
- 33% said it made them more likely to engage with the bank
- 29% said it made them more likely to return to the bank in the future
- 28% said it enhanced their experience with the bank
- 25% said it drove them to choose the bank over its competitors
The next wave of innovation for banks
From internet banking to money transfer apps, digital innovation is embedded in modern-day banking. Forward-thinking banks can continue that trend by deploying appointment scheduling technology across their branch portfolio quickly and easily. For example, banks already have many of the most popular methods of booking an appointment:
- By calling the branch (30%)
- The bank’s website (27%)
- Through a branch associate in-person (20%)
- The bank’s app (19%)
- A general app to schedule appointments across brands (18%)
- Via a call centre (16%)
- By scanning a QR code from an advert (10%)
- Through a fixed tablet in branch (7%)
Banks therefore only need to equip their stores with the right software, facilitate appointment scheduling from their website and train in-store staff in order to boost appointment traffic.
Banks: Book an appointment with Qudini
To increase appointment traffic to your branches and enhance customer sales, experience, loyalty and advocacy, book an appointment with Qudini to find out more.
Download the full whitepaper report on appointment demand within retail banking
