Omnichannel Customer Engagement

Proactively engaging customers with timely and relevant content across the customer journey.

Deepening Customer Relationships with Proactive Engagement

Proactive customer engagement (CE) differentiates an FI from its peers, providing a competitive advantage that positions it to attract and retain target customers. Studies have found that fully engaged retail banking customers add 37 percent more annual revenue for their primary bank than disengaged ones. Watch this short video to discover proven approaches to enhance omnichannel customer engagement by proactively reaching customers with timely, relevant content throughout their journey.

Personalize Engagement with Intelligent Automation

When the financial institution detects and understands customer needs through listening and then responds with relevant engagement, the customer feels heard. This results in improved acquisition, expanded relationships, and a positive customer experience (CX).

ARGO’s Connects enables deep banking personalization by detecting customer needs through ‘listening’ and responding with tailored engagement actions.

Website Sensory

Detect and interpret customer needs based on digital behavior.

Customer Engagement Actions

Detect customer needs signals, decide on the optimal timing for outreach based on intent scores, and engage with relevant campaigns.

Personal Financial Planning

Obtain self-disclosed information related to needs through a goal-centric personal financial planning tool.

Omnichannel Fulfillment

Track fulfillment attempts and send campaigns to draw people back to their abandoned applications to increase conversions. Successful self-service and banker-assisted fulfillment trigger engagement to onboard the customer and guide them to full account usage.

Staff Interaction

Integrate digital sensory tools with staff interactions to support your branch transformation goals, ensuring specialists are involved when expert advice is required, with online appointment scheduling for in-person or virtual assistance.

Attrition Risk

Effective omnichannel engagement drives lead generation and onboarding while providing critical tools to mitigate bank customer retention and attrition risks. Identify and measure attrition risk factors and take action to mitigate them.

Detect Customer Needs and Opportunity Signals

Let the system “listen” for digitally sensed, customer-disclosed, staff-initiated, and time-based signals. At the right time, customer engagement triggers the action most likely to get a response. Customer engagement drives lead generation, abandonment retargeting, onboarding, and attrition risk mitigation.

Guide the Customer Journey with Actionable Engagement

A successful engagement strategy reduces friction and accelerates decisions, resulting in your customers taking action. You may want to present an offer, remind them to complete an application, or invite them to book an appointment. Engagement plans deploy well-timed and relevant communications to help your customers meet their needs and achieve their goals. Meeting needs requires action, so send engagement that helps customers take it.

Notify customers of promotions designed to benefit them.
Nudge them with a friendly reminder to return to an incomplete application or process.
Offer highly relevant products or services based on their demonstrated needs and profile.
Follow up on recent interactions with clarifying-intent surveys.
Schedule an appointment with specialized branch or contact center staff.
Educate customers through timely and relevant content on services and resources to help them achieve their financial goals.
Refer them seamlessly to the right financial specialist when their needs require expert advice.

Improve Customer Experience with an End-to-End Engagement Framework

The process begins with signals from website activity, banker input, customer self-disclosed information, feedback, and lead lists. With this, the system selects the best timing and type of engagement. Decision factors include value, segmentation, customer preferences, and cost. Engagement may be fully digital, staff, or a blend, reducing costs and improving results.

Connects automates customer engagement with a four-part process.

Detect needs

The solution synthesizes data from multiple channels—including website interactions, financial planning and goal information, surveys, abandoned online processes, appointment requests, and staff feedback—to identify specific client needs. It measure key indicators such as purchase probability and customer value index.

Decide

Using all available information—from market segments to recent events—predictive analytics drive timely and relevant engagement. Decisioning functions ensure that a timely response aligns with the complexity of the need and potential value. A robust knowledge base is used to personalize interactions, delivering tailored content through each customer’s preferred communication channels.

Engage

Pre-defined and sequenced plans increase the likelihood of the customer taking action. It measures customer responses, providing insight through KPIs for ongoing improvement. Customer engagement includes digital and staff responses throughout the customer journey.

Measure Results

Properly measuring results establishes a closed-loop feedback system. This means the KPIs are fed directly back into the process to refine the Detect, Decide, and Engage steps, ensuring a culture of continuous improvement. This cycle is key to staff accountability, as performance data directly informs targeted training and optimization efforts.

Listen to the Voice of Customers

A closed feedback loop ensures your customers are heard. Improve engagement effectiveness with a Voice of Customer (VOC) strategy that targets the right customers, asks the right questions, analyzes the responses, and takes the next-best actions.