Principles at a glance
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01
Tailor the value proposition for busy entrepreneurs
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02
Make learning bite-sized, not one-size-fits-all
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03
Think beyond digital-only support
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Principles in action
Tailor the value proposition for busy entrepreneurs
Principle 01
Many (even most) agents manage multiple businesses that are time-intensive. Offering banking services is often met with an immediate internal calculation—is this business worth my time? Is this transaction worth my time? Make the value proposition to a new agent immediately clear in order to build for adoption and usage.
Principle 02
Make learning bite-sized, not one-size-fits-all
Many agents learn on the job, or from others around them. They may not have time or capacity to engage in lengthy online training, and even if they do, its often simultaneous with managing a storefront. Make learning as flexible as possible, bite-sized, and tied to tangible outcomes to help set them up for success.
Principle 03
Think beyond digital-only support. Offer responsive, hybrid options
Common problems can stop an agent in their tracks. If the system shows an error code while a customer is standing there waiting, agents often try to figure it out with limited digital support. If there is human support, sometimes it puts them into a long customer queue, putting their relationships at risk. Explore a hybrid approach of digital and human interactions to resolve problems, balancing the immediacy of digital with the trust of person.. Delivering support in-app and through humans can reduce failed transactions.
Explore other moments in Agent Banking
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Cash Management
Help agents better serve customers and manage liquidity
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Roles and Growth
Support agents to evolve their businesses to better serve customers
