One of the obvious differences between online lending and traditional banking is the face-to-face interaction. According to Experian, 52% of consumers prefer using digital banking options. The problem is customers aren’t finishing loan applications, and online lenders are really feeling it. So, how do we increase online lending conversions by filling in the gap of personalization?
24/7 Customer Support
Imagine if a customer came to your bank to fill out an application, and no one offered to support them throughout the process. That is essentially what is happening when customers go to your website to fill out an application, and there is no one on the other end to answer questions or provide support.
If you want to come across more personalized, it is important to have a 24/7 live support chat on your website. This will create a more seamless customer journey and allow for roadblocks to be overcome by real-time answers.
Customers prefer friendly reminder messages to complete their loan applications on time. People are much more likely to respond to people. In place of your call center agents manually dialing or using an auto-dialer, DirectDrop Voicemail leaves a voice message without the intrusion of a call.
When the power is put back in the customer’s hand, they are empowered to respond, and it leads to more positive interactions, which will drive your conversion rate up.
To learn more about how our DirectDrop Voicemail can personalize your customer’s online lending experience and increase conversions, contact us here.