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When a Human Voice Is What Your Customers Must Hear
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Nathan Golia
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Nathan Golia,
User Rank: Author
10/31/2014 | 3:16:50 PM
Re: Human touch
Every time I go to a specific place in Pennsylvania, I get a fraud alert and often my card is shut down for a moment. i don't even know who to talk to to get this place whitelisted... and the fact that the process is largely autmated makes it difficult to find.
Becca L
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Becca L,
User Rank: Author
10/30/2014 | 4:55:35 PM
Re: Human touch
Brilliant. That way, the customer will be more inclined to answer, and if they miss the call at least the text lets them know who the mystery number was and why. AND they have the tools on hard to do their own followup. All boxes are checked.

Besides, these calls never come at a good time, for me it seems I'm always between meetings or entering the subway station
JenniPalocsik_Verint
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JenniPalocsik_Verint,
User Rank: Apprentice
10/30/2014 | 4:16:19 PM
Re: Human touch
You're right, Greg - and I cringed when I pulled it out of my purse! I rarely use checks any more other than for supporting neighborhood kids' fundraising efforts when they knock on my door, but had it with me that day. And Jon's assessment is a good one - there's a LOT of data for banks to keep straight about each account and each customer/accountholder - and their preferences. Will be a fine line to balance between minimizing fraud and supporting ongoing payment convenience.
Greg MacSweeney
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Greg MacSweeney,
User Rank: Author
10/30/2014 | 4:12:16 PM
Re: Human touch
A check? Wow. You must have been really popular with the other people waiting behind you on line. Whenever i see someone in front of me pull out their checkbook, I cringe.
Jonathan_Camhi
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Jonathan_Camhi,
User Rank: Author
10/30/2014 | 3:25:35 PM
Re: Human touch
That goes back to the issue of data quality that keeps coming up whenever I talk about customer data with banks. There's always different records with different phone numbers, addresses, emails for the same customer. It complicates so many things that banks are trying to do. Having up-to-date and relevant info is much harder than I think most people realize. I'd guess that was the last time you used a check to pay at the POS.
Jonathan_Camhi
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Jonathan_Camhi,
User Rank: Author
10/30/2014 | 3:18:10 PM
Re: Human touch
I'm one of the people mentioned in the article who ignore texts all day while I'm at work until I get back home anyway. So if there's a fraud incident in my account, my bank better have another way of reaching out to me.
Kelly22
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Kelly22,
User Rank: Author
10/30/2014 | 10:27:08 AM
Re: Human touch
I didn't think of that, Greg, good point. I really like the idea of the bank recognizing the cell number and immediately putting that person in touch with the right representative. The last thing a customer wants to be doing in that situation is waiting on hold! 
JenniPalocsik_Verint
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JenniPalocsik_Verint,
User Rank: Apprentice
10/30/2014 | 9:12:19 AM
Re: Human touch
There's also the added complication of joint accounts, particularly for credit cards. I recently had a transaction declined at POS because it somehow triggered an "out of pattern" fraud alert. Tried a couple more times, same result. Ended up (shockingly) writing a check to get out of the store with my purchases although I could also have switched cards. Learned later that the card provider had called my husband to ask about the transaction (he wasn't with me) and by the time he reached out to me to check it was too late. Multiple devices/phone numbers will make even a direct (human) call a challenge for financial services. Inconvenient for me and a little frustrating, but I understood. Some might not.
Greg MacSweeney
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Greg MacSweeney,
User Rank: Author
10/30/2014 | 8:07:53 AM
Re: Human touch
A fraud alert should ideally be a multichannel outreach because consumers often do not answer calls from phone numbers they don't recognize.

For instance, a text and email should go out that says, "Hi, this is American Express. We have detected a potential fraudulent transaction on your account. Don't worry. We have it under control. One of our representatives will be calling you in the next 5 minutes to help you and give you more details. If you would rather call us, call the number on the back of your card and you will be immediately connected to our fraud department."

And then, either the customer calls the bank, and is immediately recognized by their mobile number and connected to the proper person, or the bank calls the customer. Either way, it makes sure the customer gets the message in a timely manner and it shows the bank is being proactive.
Byurcan
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Byurcan,
User Rank: Author
10/29/2014 | 11:29:55 AM
Re: Human touch
Yes, in those moments you'd like a human voice to allay your fears.
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