goMoxie Survey Finds Financial Services Customers are Struggling to Complete Basic Tasks Online and on Mobile
Summary
SAN BRUNO, Calif.--(BUSINESS WIRE)--goMoxie®, the leading provider of customer guidance solutions, today released new research showing that people are struggling to complete basic tasks using their financial institution’s website or mobile site—even as they try to do so more frequently. Banks, insurance companies and other firms have an opportunity to play a critical role in easing customer anxieties by providing the guidance needed to successfully complete digital interactions. “Many financial services companies have been overwhelmed with online inquiries since the pandemic began, which in turn has put more pressure on delivering a differentiating digital customer experience,” said goMoxie CEO Rebecca Ward. While digital channels and products have grown in importance in recent years, the COVID-19 pandemic has radically accelerated this trend as people of all ages switched from branch visits to online interactions. goMoxie locates these pain-points and deploys targeted messaging to struggling users via knowledge offerings, chat and email engagement, improving conversion rates, increasing up-sells and reducing service center costs.
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