We realized customers wanted speed, not scripts. What worked: 1. Gave the team permission to solve issues without waiting for approval. 2. Added live chat and promised replies within 2 minutes. 3. Asked for feedback after every chat and acted fast on trends. The shift wasn’t just tech it was mindset. Empowered people + responsive tools = loyalty in action.

Be available everywhere your customers are: social media, live chat, email, phone, messaging apps (WhatsApp, Messenger), and even SMS. • Ensure seamless transitions between channels so customers don’t repeat themselves. Offer flexible solutions, easy returns/refunds, and transparent policies. • Create loyalty programs that reward engagement, not just purchases. Use CRM systems to track interactions and personalize experiences. • Implement analytics to identify pain points and improve service quality.

Adopt an Omnichannel Support System Be available on multiple platforms: phone, email, live chat, social media, and messaging apps (e.g., WhatsApp, Facebook Messenger). Prioritize Speed and Accessibility Use AI chatbots for instant responses to FAQs and to route issues efficiently. Train for Empathy and Personalization Teach staff to listen actively, ask the right questions, and show genuine care.

Focus on a hybrid approach: seamless self-service plus empowered human interaction. 1. Fortify your self-service. Implement a comprehensive, easy-to-navigate FAQ KB and deploy AI chatbots for instant, 24/7 answers to common queries. Mobile-friendly, seamless escalation to a human. This will free your team. 2. Optimize live channels for complex problems. Offer diverse contact options like live chat, email, phone, and social media. Guarantee rapid response times across all. Invest in training! Utilize CRM to give agents complete customer history, enabling personalized service. 3. Embrace proactive and personalized engagement. Use data to anticipate customer needs. Establish robust feedback loops and act on insights immediately.

The client experience is very important to me. Mortgage is the biggest financial transaction in most of our lives. There’s a heightened level of anxiety. While tech gives us a lot of great tools, they’re just that — tools. They don’t replace the human connection that borrowers crave. Tech can’t have a conversation and catch the nuances that allow me to understand the wants and needs of my clients that may not fit the mortgage mold. So lots of conversations are a major component to how I deliver the best experience, as well as loan product, to my clients. And I have found that clients like the convenience of some of the tech tools but truly appreciate that I give them my personal attention and don’t hide behind a frustrating wall of tech.