Sunsetting Secure Messaging? Get These 5 Things Right First

Secure messaging is at a pivotal point as banks and credit unions make the switch to chatbots and live chat. Because customers are accustomed to secure messaging but expect instantaneous service, financial institutions must strategically balance the desire for immediacy while satisfying the need for good customer service. Javelin outlines five necessary steps to transition customers off old-school secure messaging to boost the value of chatbots and live chat and position them as desirable options to secure messaging. These priorities include replicating important secure messaging functionality, accommodating documents, escalating inquiries, improving transactional capabilities, and erasing doubts about security.

Companies Mentioned:

Ally, Chase, Navy Federal, M&T, Regions Bank, and TD Bank