Samsung, HSBC partnership shows how wearables can improve customer service in banking


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Samsung has partnered with HSBC Financial institution to deliver Samsung wearable know-how to the banking trade, in keeping with a Thursday press launch. The wearables are meant to enhance buyer and worker experiences by making in-branch communications smoother and extra environment friendly, in keeping with the discharge.

A pilot program is launching at an HSBC department within the coronary heart of New York Metropolis, which has been coined the “department of the longer term” by the corporate, in keeping with the discharge. Staff are utilizing the Samsung Gear S3 smartwatches to enhance communication among the many three flooring of the flagship department. The watches allow staff to freely talk all through constructing with out being tied to mounted places like desks or places of work, added the discharge.

SEE: Digital communication coverage (Tech Professional Analysis)

The cloud-based, custom-made Gear S3 units function preset textual content messages that permit staff shortly and discreetly talk about frequent buyer interactions, stated the discharge. Preset phrases similar to “Your 10 a.m. appointment is right here,” can minimize down on pointless time spent conveying the identical message by telephone or by bodily strolling to a different a part of the constructing.

Utilizing Samsung Knox Configure, IT directors are in a position to enroll new units and edit messages and consumer interface to higher meet workflow wants, stated the discharge. The interface of the watches enable staff to shortly ship each other messages or requests of instant service wants, and the system additionally discreetly notifies the sender when the request has been accomplished, added the discharge.

By retaining the notifications extra covert, staff are in a position to pay extra consideration to the wants of the shopper, moderately than being distracted by guide communication practices. The Gear S3 can be 4G LTE-enabled, so staff do not have to be close to their Galaxy smartphones to remain linked, stated the discharge. The built-in microphone and speaker enable them to reply and make calls throughout the group.

“Analysis printed by Celent in Might discovered that 77% of shoppers want to talk face-to-face with banking associates, indicating how vital department service stays,” stated John Curtis, vice chairman of Samsung enterprise gross sales, within the launch. “Progressive banks like HSBC acknowledge the significance of catering to their department buyer wants, and know the way data-driven insights may help them additional improve how they ship to these wants.”

Based mostly on preliminary outcomes from the pilot, buyer wait occasions have improved, together with effectivity in communication between group members, stated the discharge. HSBC may even use the insights to higher decide peak occasions and enhance working practices.

The large takeaways for tech leaders:

  • Samsung partnered with HSBC to deliver Gear S3 wearable watches to the financial institution’s central New York Metropolis department.
  • The custom-made watches intend to enhance buyer and worker relationships by slicing down on guide communication methods and focusing extra on the shopper.

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Picture: Sarah Tew/CNET

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