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An article relating to this blog post on Finextra:

Mobile banking and payment users to reach 900m in 2012

New research shows that combined forecasts for users of contactless mobile payments, mobile banking and over the air (OTA) transactions will reach 884 million in 2012.


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Not building the trust!

It seems strange that banks would want to push their users to sign-up online, when the service they're offering will be used over the phone.

It's not going to help out with the trust in the system (http://www.thoughtden.co.uk/blog/2008/05/29/mobile-payments/), because with the site being the first point of contact they'll assume that's where they have to go to sort problems, handle their profile and other services. Where as they really should be dealing with these situations on their phone.

Dan Course : http://www.thoughtden.co.uk

  

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Comments: (1)

A Finextra member
A Finextra member 02 June, 2008, 18:21Be the first to give this comment the thumbs up 0 likes

Yeah right Dan. In case you hadn't noticed - customers are beginning to rebel against phone calls allegedly from their bank, and everyone else including their telco's. Only a dummy would give over any information on the phone unless they have the call centre operator's first born as a hostage and it is the customer initiating the call.

The reason it won't be done is expense. Phone calls cost a lot of money especially when it's a real human on the end. Neither banks nor customers like spending money on calls (especially to their bank). When was the last time you called yours? How much did it cost? How long did it take?

Waiting on the phone is second only to beng defrauded as a reason to switch banks.