Build Trusted Connections
Why Financial Service Providers Need Branded Communication
Scam calls cost consumers nearly $60 BILLION a year! No wonder they’re wary of divulging their information to an unknown caller. A branded phone call lets consumers know the caller is someone they can trust. In fact, customers prefer a phone call three times higher than SMS for talking with their financial institution .
Increase confidence and satisfaction
When your customers know its you calling, they're more likely to answer your calls and they're ready to do business.
Grow revenue opportunities
Boost conversion rates for loans, investments, and other upsells. You can also increase the likelihood of completing abandoned loan and credit applications.
Going Beyond the Answer Rate
It's a fact. Businesses that use First Orion's Branded Communication solutions see a lift in answer rates as much as 220%. But answer rates are just the beginning.
One of our financial services clients — a top national mortgage lender — experienced results almost immediately using our INFORM solution.
When calling to follow up on digital loan applications, they reported a 51% increase in long-call duration rates, which lead to more completed applications when compared to connecting with a non-branded call.
Branded Communication boosts effectiveness of calling programs, account services calls, and support calls/callback, improving customer acquisition and retention.
Financial Industry Survey Report
Branding Your Calls is a Smart Investment
We surveyed more than 6,000 U.S. mobile phone subscribers to further understand communication behavior and the impact of branded calling (or lack thereof).
First Orion’s survey discovered that for urgent matters, consumers strongly prefer a phone call from their financial institution – 2X more than text message or other notifications! This shows that despite secure emails, SMS messages, and other online-oriented methods of communication, when it comes to their financial and account details, customers trust the capabilities of the tried-and-true phone call.
As much as 54% of people say they want a phone call for issues such as suspected fraud, which is the #1 reason customers said they wanted a phone call from their bank or financial institution.
See What Our
Customers Are Saying
“We were talking with our CEO and showed him a branded call experience from First Orion, and everybody on the executive leadership team thought it was awesome. It just clicked with them that we need this because nobody picks up the phone anymore if they don’t know who’s calling.”
Senior manager of retail product management and post-purchase experience
“Our contact rates are slightly down by 1.5% to 2%, but revenue per attempt has increased 15% to 40% depending on the brand that we’re calling about.”
Senior director of call center operations in the online marketing industry
“If someone misses their delivery, it costs ups $100 to revisit your house to redeliver an appliance.” We do from 5 to 8 million appliance deliveries a year, so these numbers are significant.”
Delivery notification retail product manager
Unlock the Power of Branded Communication
Tell us more about your business and calling needs, and we’ll show you how Branded Communications can work for you.
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Branding Financial Calls: A Smart Investment – 2022 Financial Services Customer Communications Report
First Orion surveyed more than 5,000 U.S. mobile subscribers about their communication experiences with their financial service providers at the end of 2021. We conducted a follow-up survey in 2022 where another 1,000 U.S. mobile subscribers were asked questions to...