While researching for a post on the banks, I found this article. Huntington Bank has come up with an innovative way of improving customer service – by automating it. One of the reasons they are doing this is because they want to make the process more efficient, which would not only reduce the time it takes to get a loan, but also save them money in the long run.
Pros and Cons of Automating Customer Service
One of the benefits of automation is that customer service representatives are freed up to focus on more important tasks. However, with automation comes the risk of losing good employees who are trained well in a certain role. The main con is that automation can take away your ability to provide personal service.
The customer service department at Huntington Bank is an important part of their business. They want to make sure all questions are answered, but they also need to be able to provide a personal touch as well. As automation software increases in popularity, customer service departments are faced with a tough decision: automate or hold on to the personal connection?
How Automation Helps the Customer
Automation is a part of Huntington Bank’s customer service process that helps ease the burden on our customers by providing them with more options. Huntington Bank’s first use of automation was in 2008 when it used automation to reduce manual loan processing time from 45 days to one day.
Automating customer interactions with Huntington Bank can reduce the need for customer service representatives. Automation also allows Huntington Bank to offer more secure and reliable services.
Huntington Bank’s Innovation
Huntington Bank’s Innovation Hub is a process management tool that allows banks to measure how effortless and transparent the customer experience is. This tool enables every customer to get a personalized portal, where they can login and manage their account conveniently.
Huntington Bank uses innovative lending practices to help borrowers get the most out of their loans. Huntington has been ranked among the top coolest banks by Forbes and is also a part of Forbes’ list of the Top 100 Best Employers in America.