ClairMail has introduced a mobile phone-based customer interaction system for the retail banking industry. The new offering includes features such as actionable alerts, on-demand access to account information, second-factor authentication and no-hold customer service.
ClearMail says that, while financial institutions interact with customers through a variety of delivery channels in-person, ATMs, call centers, interactive voice response (IVR) and online none of these channels translate well to the mobile phone.
According to the firm, the mobile phone is the obvious platform for customer interaction; there are more than 225 million mobile subscribers in the US which, at a 76% penetration rate, exceeds even the internet.
ClairMail’s system enables a real-time, two-way channel between the mobile phone and secure information via text messaging or wireless email. Initially targeting financial institutions, the ClairMail system delivers secure and always-on mobile services to its customers and enables retail banks to extend access, expand service and displace expenditures in existing channels.
The system enables customers to access secure information on demand and allows banks to interact with customers on communications such as transaction verifications.
Mobile customers will be able to securely retrieve account balance and activity information, and to execute transactions like transferring funds or confirming bill payments by sending a text message or email. Moreover, they can insert themselves into the call queue without waiting on hold, thereby reducing 800 number and infrastructure system costs and increasing call center efficiency.
The standards-based ClairMail system seamlessly integrates with existing back office and security infrastructure and customer contact systems like IVR and CTI. It also requires no client-side software to be loaded, making it operationally feasible to instantly support any messaging-enabled mobile phone in the market.
Commenting on the system, Joseph Salesky, CEO of ClairMail, said, The net result is greater value to customers, improved operational efficiency and the potential for a host of new mobile banking services.