Customer Service Upgraded: Four Ways Digital Can Make Small-Business Banking Human Again

For small-business owners, banking is not just a series of transactions but also a pivotal part of their long-term business strategy and growth. They seek a banking partner that understands the intricacies of their business and can provide not only products and payments services but also guidance and support. This level of service requires a deep understanding of each business’s particular needs, combining data-driven insights with human empathy to deliver solutions that resonate on a personal level.

In this report, Javelin delves into four key opportunities for FIs to enhance the human-to-human connection and build a more personalized and effective customer service experience for their small-business customers.

Key questions discussed in this report:

• How are the customer service preferences of small-business owners evolving?
• What are the factors behind small-business owners’ persistent inclination to reach out for human interaction at their banks?
• How can financial institutions employ a smart combination of digital banking and human outreach to satisfy the needs of small-business owners and keep their trust?