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Customer service in the COVID era

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Note from the editor

In early 2020, as in years past, banks large and small had to weigh and measure the right mixture of physical and online presence and a personal touch to serve the rapidly changing demands of customers. 

When the pandemic arrived, banks' approach to their customers, as everything else, immediately changed. Branches quickly became vacant. Mobile banking, already rapidly evolving, became paramount, as did banks' ability to support the service and technology. Banking deserts suddenly manifested in the digital space, not just the physical. 

But financial institutions — small ones, too — that have solved this portion of the customer service puzzle are leaving their mark. Community banks, digital banks and fintechs are finding new ways to meet customer needs.

Banking Dive has collected a number of pieces that demonstrate how banks have adapted to survive and thrive in this new normal. We hope you find them valuable to better serve your customers' needs.

Andy Burt Managing Editor

Keeping the banking desert at bay in rural America

KeyBank's digital strategy: Let the client choose

How community banks plan to keep their new PPP customers

How the human touch in Umpqua's Go-To app became a relationship driver

3 questions to gauge how well a fintech partnership fits

Regions eases customers' digital adoption to prep for post-COVID banking

How digital bank Current builds products for essential workers

Upgrade accelerates launch of contactless card amid COVID-19 pandemic

Aspiration CEO banks on customers' social conscience

Customer Service in the COVID era

In early 2020, as in years past, banks large and small had to weigh and measure the right mixture of physical and online presence and a personal touch to serve the rapidly changing demands of customers. When the pandemic arrived, banks' approach to their customers, as everything else, immediately changed. Mobile banking, already rapidly evolving, became paramount, as did banks' ability to support the service and technology.

included in this trendline
  • How community banks plan to keep their PPP customers
  • How the human touch in Umpqua's Go-To app became a relationship driver
  • How digital bank Current builds products for essential workers
Our Trendlines go deep on the biggest trends. These special reports, produced by our team of award-winning journalists, help business leaders understand how their industries are changing.
Davide Savenije Editor-in-Chief at Industry Dive.