When Digital Self-Service Doesn’t Work – Downtimes in Online Banking
Nobody likes to be the last to know, yet this was recently the case for one of Norway’s largest banks. They learned the hard way that their website and mobile banking app’s digital self-service functions weren’t working when angry customers called to complain about not being able to pay their bills, transfer money and more.
Private banking is increasingly digital. In Norway, 9 out of 10 adults use online banking, and more than two million of the country’s five million population use smart phones to take care of their private finances. This trend goes hand in hand with the increasing number of local customer-facing bank branches that are being shut down. These changes put enormous pressure on the performance of banks’ online presence; if you limit the ways clients can access your services to merely one channel, then this channel better work.
Performance Issues Damage Your Digital Reputation
The unfortunate case of the offline bank goes even further. Because their website was down, it was no longer available for communicating updates about the issues to customers. As a result, the bank also lost control of the communication process. Customer contact then moved to social media, where the information exchange is more difficult to control and negative reactions are much more public.
Last year, another large Norwegian bank experienced serious downtime on their website no less than 18 times. In these events, users’ annoyance with a non-functional website can easily turn into full-fledged discontent with the brand or organization behind the site.
As with everything in website management, it pays off to be proactive instead of putting out fires. With automated response monitoring, organizations, for whom a live website is a business-critical factor, can be immediately notified if their site isn’t acting as it should. By setting up multiple checkpoints across their domain(s) that constantly check the websites’ performance, web teams can rest assured they will receive automatic alerts concerning unacceptable response times as well as up and downtimes. These alerts come in the form of emails and text messages to every employee that should be informed.
In short, automated response monitoring helps web professionals take care of any performance issue on their site before it turns into a crisis.