With the severity of the crisis our world is facing due to coronavirus pandemic, it has become even more critical for companies to foster an emotional connection with their clients. Implementing a psychology-based strategy is extremely important, especially in the financial sector, where most investors and clients are currently experiencing heightened emotions and feelings on anxiety and stress.
To alleviate the situation, financial regulators around the world have issued temporary conditional relief to allow financial companies to implement work-from-home policy, though compliance with supervisory and monitoring rules must still be observed.
While some financial firms have the systems in place to support compliant and productive work-from-home operations, a majority still lack the systems needed for efficient mobile archiving for at-home employees, let alone the tools and strategies required to keep the clients engaged with their business.
Importance of Electronic Communications for Financial Companies
Having reliable and open communication channels where customers can interact with their financial advisors, bankers, and wealth managers is crucial, now more than ever. During these times of uncertainty, customers expect a seamless interaction with companies through various channels – from email to live chat to WhatsApp, mobile SMS, and other mobile communication platforms.
In a similar stance with its counterparts from other countries, the Monetary Authority of Singapore (MAS) said in a statement in March 2020 that all financial institutions in Singapore must implement “safe distancing measures in all aspects of their business operations.” Banks and customer service centers should actively encourage customers to use electronic platforms for financial transactions, all while staying compliant with MAS mobile archiving regulations.
Being able to record SMS messages and capture mobile calls is one thing, but ensuring those are worth sending to clients is another. With that in mind, here are some strategies on how regulated financial firms can create effective customer communications during this pandemic.
Simplify the Message
Mobile communications are meant to be read easily. Therefore, it is critical to use words with fewer syllables, compose brief sentences and paragraphs, and remove jargon that cannot be understood by all recipients, such as new customers.
In the financial sector, authoring communications with a fifth-grade readability level can help ensure clarity. Doing so can help ensure that the customers will understand what the message is all about, while also achieving brevity and clarity.
Consider Customer Sentiment
It is of utmost importance during critical times to communicate with customers in a manner that solicits desired feelings that will lead them to perceive the company positively. A series of emails or text messages to customers have the potential to damage a relationship if it is not checked in an emotional sense.
When composing messages in times of crisis, it is vital to use words that evoke feelings of security and convenience to the customers. Select the language that neutrally delivers the message to give way to an open conversation with your clients.
Take Advantage of Mobile Archiving and Speech Analytics Technology
Mobile archiving solutions are now playing a crucial role in monitoring communications between professionals in the financial sector and customers. These solutions can capture and retain mobile communications such as text messages, voice calls, and instant messages like WhatsApp, which then allows for active monitoring of brand alignment and sentiment that every conversation conveys.
Companies can analyze the records of all voice calls with their clients through speech recognition analytics, helping them ensure the right emotions are in place when sending complex communications with the clients. Besides, monitoring and supervising mobile communications in real-time also allows for consistent brand standards across all the channels.
The TeleMessage Mobile Archiver effectively addresses compliance, regulatory, eDiscovery response requirements and reduces risks across the financial industry. TeleMessage solutions record SMS messages and capture mobile calls, WhatsApp Chats, and other mobile communications and content from corporate or BYOD mobile phones, and flags any content or messages that indicate suspicious activities as well. Messages are securely and reliably retained within TeleMessage servers or forwarded to an archiving data storage vendor of your choice.
Our mobile archiving products safely capture content from mobile carriers and mobile devices for a variety of ownership models (BYOD, CYOD, and employer-issued). With our multiple archiving methods, you can always find the right tools or blend for your text message archiving and voice call recording requirements:
TeleMessage offers cross-carrier and international mobile text and calls archiving for Corporate and BYOD phones. Visit our website at www.telemessage.com to learn more about our mobile archiving products today.
