Multi-channel integration has become a major challenge for financial institutions (FIs) as consumers expect it to be easy to transact, make payments and view transaction history on all accounts and channels.
Overall, most FIs seem to provide what is needed, according to “The Future of Authentication in Financial Services,” a collaboration between PYMNTS and Entersekt.
Get the report: The future of authentication in financial services
Sixty-two percent of consumers said they thought their FIs provided the right amount of cross-device account integration, explaining that they were “happy that way.”
Only 13% of consumers said they wanted deeper integration, while 25% of consumers said their vendors’ levels of integration were more than needed.
The demand for deeper integration changes depending on the type of devices consumers use to access their digital financial services accounts.
Those who most frequently use a desktop browser to access their accounts are the most satisfied, with only 10% saying their vendor integration is less than necessary.
Consumers using a mobile device app are slightly more satisfied than average, with 12% saying the integration is less than necessary.
Mobile device browser users fall in line with the average, as 13% said they would like to see deeper integration.
Consumers who use multiple channels to access their online financial accounts are most likely to want more integration from their providers. Seventeen percent of these consumers said their current level of integration is lowabove what is necessary—exceeding the average share of 13% by four percentage points.
The ability to view accounts anywhere, anytime is more than nice to have – it’s an absolute must for modern consumers – so financial service providers should offer the tools consumers want to use.
Whether it’s a browser from a computer, an app on a mobile device, or multiple methods in concert, these providers will be judged on their integration between account access methods and their ability for consumers to easily vview account information when, where and how they want.