Transférer le modèle d'interaction client vers des solutions numériques et mobiles
As we all know, today’s consumer expectations in finance have shifted to seamless, personalised interactions that go beyond traditional norms. Financial institutions, including banks, debt management firms, and loan providers, must adapt to changing preferences to remain competitive.
Dans cet article, nous visons à donner un aperçu des défis des institutions financières et des raisons pour lesquelles elles adoptent les solutions numériques et mobiles, en tant qu'indicateurs du succès futur des interactions clients dans le secteur financier.
Modèle d'interaction client traditionnel vs numérique et mobile
In the past, companies relied heavily on face-to-face meetings, phone calls and paper documentation to connect with customers. While this approach built personal connections and trust through direct communication, it came with many challenges. Geographic restrictions often limit companies’ reach, making connecting with customers in remote regions difficult. Moreover, the information exchange and transaction processes were slower and more error-prone, which impacted the quality of services and customer service.
As technology evolves, financial companies are increasingly adopting digital and mobile solutions. By implementing cutting-edge solutions, these institutions are able to offer instant connectivity, ensuring convenience, accessibility and the ability to conduct remote transactions from anywhere in the world. A digital approach defines the dynamic nature of the modern business environment, enabling greater reach and real-time communication.
Étant donné que de nombreuses personnes utilisent les applications bancaires mobiles (les appareils mobiles représentent environ 75 % de l'utilisation totale), businesses decide to take a step towards practical tools for professional customer service. Thanks to its visually attractive and intuitive interfaces that offer an easy user journey in the electronic channel, as well as up-to-date knowledge of the capabilities of the provided digital products, are seeing a significant increase in contracts signed through digital channels.
Pourquoi une approche innovante est-elle essentielle pour les clients du secteur financier ?
Dans le secteur financier, les innovations améliorent l'expérience client globale. Grâce à cette approche, des processus opérationnels rationalisés et de nouvelles technologies sont disponibles, garantissant la sécurité tout en préservant la confiance des clients.
Innovative solutions often enable the use of financial services, allowing financial institutions to offer more profitable services to customers. The use of products available in different versions and digital extension promotes financial access and supports economic expansion.
Currently, the future of banking and fintech are Generation Z and Alpha customers. They have different needs, preferences and expectations than previous generations and demand greater digital experience from their financial service providers. Banks and fintechs that can offer mobile and digital solutions, education and financial advice will be able to attract and retain these customers as well as gain a competitive advantage in the market.
4 thèmes technologiques qui auront un impact majeur sur le modèle d'interaction client en 2024
Personnalisation axée sur les données
The ability to translate the abundance of data into customer experience touchpoints is still ahead of most banks and fintechs, but the few examples we have, are promising. To summarise, let’s take a look at the Monzo Bank campaign last December, which turned out to be a blast. While controversial, the campaign creatively addresses the challenge of generalising spending habits by using outdoor campaigns to compare trends between cities while maintaining user anonymity through data aggregation.
Accessibilité et inclusion
Avec les nouvelles réglementations qui approchent, telles que la European Accessibility Act (EAA), effective from June 28, 2025, improving inclusion in the digital channels will be an obligation to financial institutions in UE. At the same time, it’s already the only sound bet for providing financial services in the US and wishing to avoid potential legal actions. Bear in mind that accessibility is far more than contrast – in finance, it’s also very often about phrasing and cognitive load that all groups of users can easily understand, transparent forms, or cybersecurity patterns that can adapt to user skills in digital.
IA conversationnelle
With the arrival of GenAI, voice interfaces are becoming second nature to users (or first nature, since humans have relied on voice for millennia). If you have heard the story of Rabbit, a widely commented new gadget which allows you to talk with apps, you can probably imagine how disruptive the voice interface could be. At Spyrosoft, we have a history of implementing solutions vocales, and we believe that the ability to understand and automatically respond to most user questions is a must for most financial institutions. Voice bots are getting smarter, faster and cheaper to implement month by month, and a growing number of customers are getting used to talking with machines.
L'IA dans le design et la communication
This year will still be about experimenting and learning how to apply new AI tools. Customers will experience more and better-tailored digital experiences. Design systems are starting to include prompting instructions relating to brand language and style. But that’s just one of the mirid use cases that AI workshops identify and discover.
Chez Spyrosoft, nous aimons quand la technologie co-façonne l'expérience
Concevoir des applications web modernes et centrées sur le client
Concevoir des applications modernes, intuitives et faciles à utiliser est indispensable dans le secteur. Ces dernières années, 73 % des utilisateurs dans le monde ont eu recours aux services bancaires en ligne au moins une fois par mois, tandis que 59 % utilisent des applications bancaires mobiles et attendent une expérience irréprochable. Our design studio has been a part of this transformation, and new technologies offer more capabilities at way lower cost. Take eye-tracking, for example. For years, this was pricy research based on analysing fixation points of users’ pupils. Testing would require dozens of participants and expensive equipment. With AI, much of that can be simulated for a fraction of the cost, helping designers predict what will draw users eye attention.
We adopt top product design methodologies, but as a tech consultancy, we particularly enjoy leveraging new tools for digital customer experience. Our design studio works closely with development teams, and clients utilise their knowledge about client and technical possibilities.
With all the possibilities that technology opens up, it is also super important to ensure a consistent experience across all the touchpoints in the customer experience – at the end of the day, users interact with one brand, and they have to be able to transition smoothly between various platforms for their banking needs, e.g. by starting a process on a mobile and the continuing on their laptop.
Michal Kosztowny, Head of Design Unravel S.A.
Portails en libre-service et bots vocaux
Well-designed self-service debt or loan management applications are a blessing for clients and operations teams. The arrival of GenAI only boosts the capabilities of such solutions. As a company supporting established banks and fintechs with custom solutions, we know innovation is a process. Our past projects have brought significant savings for our clients by automating collections and improving loan management, making some of the processes easier for customers to handle and more accessible.
Être intelligemment actif dans les ventes
Perhaps the greatest opportunity for the finance industry is the ability to communicate at the right time and in the right way, explaining financial products to the users. At the same time, in this highly regulated industry, compliance and user preference need to be balanced. Mobile and web applications, chatbots and AI/ML-based solutions give the best chance to reach these goals. We managed to help our clients migrate the most advanced user journeys to make them mostly digitally signed agreements and reduce the duration of digital processes.
Développement de solutions sur mesure et amélioration des systèmes existants
We develop and design processes, solutions and digital tools in response to specific customer needs and to meet all desired requirements. In a complex banking ecosystem, a new solution usually requires integration with, and often impacts, other systems. At Spyrosoft, we do not limit ourselves to creating new pieces of software, but we are happy to improve existing systems.
Découvrez comment nous avons amélioré la satisfaction client pour les entreprises du secteur financier
Des solutions de prêt que les utilisateurs peuvent gérer
Nous avons aidé TakTo Finanse, a lending company from Poland, provide user-friendly lending services with a strong focus on customer experience. Their team wanted to update the way they communicate with customers and manage their database. As their technological partner, our activities were based on creating:
- Chatbot TakToEasy – un outil complet de service client qui répond aux demandes même lorsqu'aucun conseiller client n'est disponible, ce qui a entraîné une augmentation du nombre de demandes de prêt.
- Tableau de bord client – un point de contact pour communiquer avec les clients et leur permettre de soumettre directement des demandes de prêt et de gérer leurs engagements en ligne.
- Migration des données et des applications vers le cloud AWS – nos développeurs ont conçu une nouvelle architecture applicative et planifié un moyen de transférer les données vers de nouveaux emplacements tout en maintenant tous les protocoles de sécurité.
Après avoir livré l'ensemble de l'écosystème, nous sommes actuellement responsables de la maintenance et du support du tableau de bord client afin que les clients aient un accès constant à leurs données.
Libre-service pour permettre la personnalisation des conditions de remboursement
Pour Santander Bank Polska, nous avons créé unplateforme en libre-service en ligne pour la restructuration de la dette, en l'intégrant aux services bancaires en ligne du client, grâce à quoi le temps nécessaire pour mener à bien l'ensemble du processus a été raccourci de environ 2 semaines et 2 visites en agence à 7 minutes.
Nos principaux domaines d'intervention comprenaient l'intégration technologique, l'expérience utilisateur et les gains d'efficacité dans le processus de gestion des créances.
Grâce à cette solution, les utilisateurs peuvent signer un avenant ou un contrat en ligne, effectuer des paiements en retard via un prestataire de services de paiement intégré, ou soumettre une demande de contact concernant un produit spécifique à l'aide d'un formulaire actif.
La plateforme respecte toutes les normes d'accessibilité et est conçue selon les principes du responsive web design garantissant une meilleure ergonomie, afin que les utilisateurs puissent consulter l'offre de la Banque où qu'ils soient.
Pour davantage d'exemples de projets sur lesquels nous avons travaillé, consultez nos études de cas dans le secteur financier ici.
Faire du modèle d'interaction client une priorité en 2024
Renforcez votre stratégie pour 2024 et alignez vos modèles d'interaction client pour les solutions numériques et mobiles. Si vous ne savez pas par où commencer, nous pouvons certainement vous aider !
Si votre projet présente des besoins différents et plus complexes, nous pouvons vous accompagner du début à la fin. Collaborer avec Spyrosoft garantit que votre service reste à la pointe de la technologie disponible, en s'adaptant en permanence aux dernières tendances.
Visitez notre page des services financiers ou contactez un expert via le formulaire ci-dessous pour en savoir plus sur la manière dont nous pouvons améliorer votre activité financière.
Consumers now expect seamless, personalised, and accessible financial services. Digital and mobile channels allow institutions to meet these expectations through real-time communication, remote access, and user-friendly interfaces that enhance customer experience and trust.
echnologies like AI, voice interfaces, and advanced design systems enable more personalised, efficient, and intuitive customer journeys. They help financial institutions streamline operations, increase accessibility, and maintain compliance while enhancing engagement and satisfaction.
our major trends include data-driven personalisation, accessibility and inclusion, conversational AI, and the use of AI in design and communications. These technologies are redefining how financial institutions engage with customers across digital touchpoints.
Spyrosoft designs and develops custom digital solutions such as mobile apps, self-service portals, chatbots, and voice bots. We integrate new technologies with existing systems, ensuring security, compliance, and efficiency in all customer interaction channels.
Avec les générations Z et Alpha qui façonnent l'avenir de la finance, les entreprises qui agissent tôt obtiendront un avantage concurrentiel durable. Prioriser la transformation numérique garantit une pertinence à long terme, une meilleure satisfaction client et une croissance commerciale plus forte.
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