Post by account_disabled on Mar 5, 2024 13:44:55 GMT 10
In the era of digitalized communication, social networks become a strong ally for any business, from the smallest to the largest. For this reason, the use of these is increasingly in the spotlight, in addition to taking a more leading role in people's lives; Even, as we will see, we will find a relationship between social networks and the Mexican financial sector.
As it happened, banks realized that it was important to begin to relate in a better way with their customers. Previously, the only existing means of communication was the branch, although over time new channels have emerged: websites, contact centers, mobile devices and Industry Email List applications. In Mexico, the financial sector has a great opportunity to reach its clients through social networks, why? Relationship between the financial sector and social to research carried out by Alianzo Social Media Analytics , in 2015 the bank had more than 2.5 million users on Facebook, 458,740 on Twitter and on YouTube. Among the banks analyzed are, BBVA , Scotiabank, Santander, HSBC, Banco Azteca, IXE, and .
The software company Latinia indicates that, in the last twelve months, the followers of banks in Latin America grew by 20% on Facebook and Twitter . It mentions that a person who “ likes ” the page of a financial institution cannot be a client, but is a user who has an interest in relating to a financial company, and therefore a potential client. It is key if the user interacts with the content provided by the bank, which means that both are interacting.
What social networks offer the financial sectorSocial networks are a communication channel, or content distribution , that companies have with their customers. For consumers, it is used to be aware of new products, express purchase intention, to congratulate or complain.Greater reach : ease of being visible to users and account holders .Feedback : knowing what customers expect from the brand. Knowing what the competition does to know their strengths and weaknesses.Better calculation of return on investment .Mexico is also the second country in Latin America after Brazil with an online audience; 9 out of 10 Mexicans access a social network through the Internet, with 96.5% connecting through a smartphone.
Customer service, a great advantage. By listening to their customers, financial institutions can use feedback to build a more solid and human image, take care of their online reputation and offer fast and effective customer service. Facebook and Twitter represent the opportunity for banks to provide customer service, as they are the first point of contact where customers go to complain or ask questions.
The majority of mentions occur on these two social networks (90%), this helps to stay in touch with the audience and fuel interaction. What's more, 80% of people expect to receive a response on the same day, with an average wait time of between two hours and half an hour . Offering customer service is beneficial, since interacting costs one dollar, compared to the six dollars it costs to do so over the phone.
According to the report “ Navigating the era of Digital Transformation in the Mexican Financial Sector ” prepared by the consulting firm Frost & Sullivan , a good part of banking clients consider that having a personalized relationship is an important factor to continue being clients of an organization.
Digital branches are positioned as promising tools for the financial sector to strengthen personalization in relation to their clients, reducing their operating costs and extending service hours. The digital branch is a fundamental instrument to offer a better and innovative customer experience It also highlights the prominence of Artificial Intelligence visible in chatbots or content, oriented towards tasks rather than conversations. They are useful as customer service support, being a technology that is beginning to coexist with the rest of the channels whose presence is expected to increase in the next five years.
As it happened, banks realized that it was important to begin to relate in a better way with their customers. Previously, the only existing means of communication was the branch, although over time new channels have emerged: websites, contact centers, mobile devices and Industry Email List applications. In Mexico, the financial sector has a great opportunity to reach its clients through social networks, why? Relationship between the financial sector and social to research carried out by Alianzo Social Media Analytics , in 2015 the bank had more than 2.5 million users on Facebook, 458,740 on Twitter and on YouTube. Among the banks analyzed are, BBVA , Scotiabank, Santander, HSBC, Banco Azteca, IXE, and .
The software company Latinia indicates that, in the last twelve months, the followers of banks in Latin America grew by 20% on Facebook and Twitter . It mentions that a person who “ likes ” the page of a financial institution cannot be a client, but is a user who has an interest in relating to a financial company, and therefore a potential client. It is key if the user interacts with the content provided by the bank, which means that both are interacting.
What social networks offer the financial sectorSocial networks are a communication channel, or content distribution , that companies have with their customers. For consumers, it is used to be aware of new products, express purchase intention, to congratulate or complain.Greater reach : ease of being visible to users and account holders .Feedback : knowing what customers expect from the brand. Knowing what the competition does to know their strengths and weaknesses.Better calculation of return on investment .Mexico is also the second country in Latin America after Brazil with an online audience; 9 out of 10 Mexicans access a social network through the Internet, with 96.5% connecting through a smartphone.
Customer service, a great advantage. By listening to their customers, financial institutions can use feedback to build a more solid and human image, take care of their online reputation and offer fast and effective customer service. Facebook and Twitter represent the opportunity for banks to provide customer service, as they are the first point of contact where customers go to complain or ask questions.
The majority of mentions occur on these two social networks (90%), this helps to stay in touch with the audience and fuel interaction. What's more, 80% of people expect to receive a response on the same day, with an average wait time of between two hours and half an hour . Offering customer service is beneficial, since interacting costs one dollar, compared to the six dollars it costs to do so over the phone.
According to the report “ Navigating the era of Digital Transformation in the Mexican Financial Sector ” prepared by the consulting firm Frost & Sullivan , a good part of banking clients consider that having a personalized relationship is an important factor to continue being clients of an organization.
Digital branches are positioned as promising tools for the financial sector to strengthen personalization in relation to their clients, reducing their operating costs and extending service hours. The digital branch is a fundamental instrument to offer a better and innovative customer experience It also highlights the prominence of Artificial Intelligence visible in chatbots or content, oriented towards tasks rather than conversations. They are useful as customer service support, being a technology that is beginning to coexist with the rest of the channels whose presence is expected to increase in the next five years.