Digital banking has made transactions faster, but service expectations have grown even faster. Today’s customers expect real-time, personalized, and consistent support across every channel, and they won’t tolerate friction. According to Salesforce, 73% of customers expect brands to understand their needs and expectations, yet 80% of customers say they receive inconsistent experiences across channels.
This disconnect is no longer just a service issue, it’s a business risk. In banking, where trust is everything, a dropped chat or disjointed handoff can cost you more than just a transaction. It can cost you a customer.
That’s why leading financial institutions are embracing omnichannel banking, not just to connect channels, but to create one seamless journey across WhatsApp, web, mobile app, live agents, and Agentic Voice AI.
Here’s how a true omnichannel strategy transforms service delivery and business performance:
1. Customers Expect Channel Freedom — Without Repetition or Delay
Today’s banking customers switch devices frequently, with 46% transitioning mid-interaction (Google, 2023). But when that switch means starting over, customer frustration spikes. According to Harvard Business Review, 89% of customers are more likely to return after a positive omnichannel experience — making this more than a convenience issue; it’s a loyalty driver.
Mimin’s Omnichannel Inbox keeps the entire conversation thread unified across channels, including WhatsApp, chatbots, live support, and Voice AI. Whether a customer starts on mobile and calls later, or escalates from chatbot to agent, the context is carried through — no repetition, no dropped information.
2. Integrated Data Unlocks Smarter, Simpler Service
When customer conversations are scattered across siloed systems, the result is inefficiency — both for agents and the customer. Mimin’s omnichannel platform ensures every touchpoint feeds into one centralized customer profile. This enables AI to personalize responses in real-time and agents to deliver contextual service faster.
This also drives real business value. According to Bain & Company, companies that lead in customer experience see 4–8% higher revenue growth than their competitors. With Mimin, banks can move from fragmented interactions to a connected experience that improves both retention and revenue.
3. Real-Time Support at Scale — Without Scaling Headcount
Customer expectations for instant support are rising, but increasing agent headcount isn’t always sustainable. With Mimin’s Agentic AI-powered chat and voice assistant, banks can scale support 24/7 — resolving common issues automatically and escalating critical cases with full context.
This delivers measurable results. Salesforce reports up to a 25% increase in customer satisfaction among organizations using AI-powered support. And Deloitte found that agent productivity improves by 50–70% with well-integrated AI assistants. With omnichannel, banks serve faster, smarter, and more efficiently — without sacrificing quality.
Omnichannel Banking: The Path to Sustainable Growth in Customer Experience
Omnichannel banking opens the door for banks to provide services that are not only fast and secure but also truly understand customer needs at every touchpoint. Implementing omnichannel is not just about technology but also about building stronger, lasting relationships with customers, the key to success in today’s banking competition.
Mimin’s Omnichannel Inbox and Agentic Voice AI bring every interaction into one seamless flow; improving customer experience, boosting operational efficiency, and protecting long-term value. Contact us here!
ABOUT MIMIN
Mimin is a platform that helps businesses to create conversational customer journeys with Artificial Intelligence. With Mimin, businesses can effortlessly build chat journeys and establish a positive customer experience.
The applications that can be generated include, amongst others, the ease of running chat commerce, chat campaigns, customer automation, omnichannel inbox, and Generative-AI chatbot.
With Mimin, businesses can deliver superior customer experiences, strengthen customer relationships, and build stronger customer loyalty.
Learn more about Mimin by contacting:
Mimin
PT. Admin Pintar Kita
Graha Charis Siem
Jl. Tanah Abang 5 No. 21, Central Jakarta
Phone: +62 856 0322 5212
Email: halo@mimin.io
