Legendary Service in the Digital Age
USAA is known for providing great service. Don’t believe it? The Temkin list of companies with the best customer service ranks USAA as No. 1 and has done so for the past five years. Why is USAA so highly ranked? USAA is passionate about providing the best in financial services to the men, women, and families involved with the military. According to the President of Property/Casualty insurance, Wayne Peacock, “that passion is what fuels our focus on delivering an exceptional member experience by listening to our members and constantly innovating to meet their needs.”
USAA’s goal is to bring the best customer service experience to each and every member. USAA has worked to create a heightened customer experience through enhancing services available in their mobile application as well as omnichannel customer service. Let’s explore how USAA is leading the way in using omnichannel personalization to create a better customer experience.
USAA has changed their mobile application to make it easy for members to navigate. Members can now easily access all features and functions within the mobile app; however, there is a focus on what each member does most frequently.
USAA begins the personalization from the moment a member opens the mobile app. The interface of the USAA app looks the same. However, the iteration per member differs. Personalized landing pages are a key feature of the app. These pages show the tasks each member does most frequently and their accounts. The products and services a member may see on the mobile app coincide with the products and services they have with USAA. If a member has a financial account with USAA, they will be able to see only relevant banking information on the account.
USAA has also made their app more user-friendly by integrating personalization and omnichannel interactions to the mobile app. Within the mobile application, customer context provides highly personalized information that the company and its members share between each other. This information is synced up across channels. For example, a member can make a payment online and see that same activity on the mobile application. By having the app customize to each member’s omnichannel interactions, USAA can better serve and help its members by highlighting that which matters to each member.
Sharing information across channels has given USAA a way to effectively provide omnichannel customer service to its members as well. Members can now get immediate service anywhere, at any time, and from any device.
USAA has implemented a contact handoff system. When a member clicks “Contact Us” in the mobile app, they are connected to a service representative. These service representatives are provided information about the member and what they were looking for, before actually speaking to the member. Service representatives greet members by name and can immediately start helping without having members reiterate their questions. Having this knowledge of the member’s information gives USAA the ability to create an experience that demonstrates to the member that USAA knows them.
USAA works to be aware of its members’ daily lives. Personalized customer service drives efforts to increase the service efficiency a member gets. Members no longer have to wait to speak with someone, nor are they bombarded with unnecessary questions. The assistance they need is at their fingertips.
USAA’s dedication to providing legendary service has allowed them to provide highly personalized support over multiple mediums. Sharing context about members across channels is enhancing the member experience. Members save time and get the assistance they need when they need it. USAA serves its members well by providing a better experience based on their personal needs. As an innovative leader in technology within banking, it will be exciting to see where USAA decides to explore next within the technology landscape.