When It Comes to Their Money, Consumers Prefer Personal Communications Over Digital.
As the web has become more secure, companies are pushing digital/personal communications for all types of processes like tech support, billing and customer service. The web 2.0 bubble has changed how and where we communicate. Ticket Systems, Live Chat, Web Meetings have become popular methods for interfacing with businesses and service providers.
However, when it comes to our piggy banks, many consumers still trust a face to face meeting or a phone call.
Research from a survey run by Mintel Comperemedia, found that 2 out of 3 (65%) adults would rather meet personally when communicating with their bank. Three in Seven like getting someone on the phone.
44% of respondents said they liked logging into a bank’s website and only 34% said they preferred email.
When it comes to my green, the web is my scene.
Personally, I prefer my bank’s website and email support for correspondence, bill pay and account management. This is not just because I am a tech geek from generation Y.
Overall, I find online banking communications more convenient because:
- I do not have to stand in line, set an appointment or wait for the next available operator.
- I can track and reference all of my email correspondence at a later time.
- It allows me to shop around for other accounts that may suit me better. In house bankers tend to be bias.
- I can manage and pay all my bills without picking up a pen.
I find it interesting that so many Internet users favor online communication with sites such as Linked In, Twitter and Facebook, but prefer a human voice when it comes to their bank account. Perhaps this is a testament to how much value we place on our financial assets.
