Since my new phone provider forced me to change SIM cards, my digital banking app was blocked.
Standard procedure when you change SIM card. Smart! I feel really safe, knowing that this is procedure. Although annoying at the same time.
So I called the bank, to unblock. And they ask me two verification questions, my place of birth and first names.
And then the man asked “Could you open your app?”.
So I did while I was calling (I had my airpods in).
And when I was starting to say “I just opened it, …” the man interrupted me and said “Ok, that’s fine”.
And I thought, “well that escalated quickly!”
Not only customer service with this bank is at a high level, moreover they use technology in their advantage and use it in the customer journey.
And that last thing is something I believe a lot of huge corporations can learn from.