Eximail – Online banking mailbox with bank customers

Providing a high level of customer service is the key to success in the banking sector. Mobile applications have become one of the most important communication channels, with 23 million users in Poland at the end of Q3 of 2024. This is why an in-app mailbox for bank-customer communication is becoming increasingly important – it improves security, reduces costs and streamlines information exchange. Discover how Eximail addresses the challenges of mobile communication for banks.

The challenges banks face with traditional e-mail communication

The traditional email system currently used by banks is a familiar solution. However, it is also not free of shortcomings that can significantly complicate online banking and operations. What are the limitations of relying on traditional email?

• Lack of data security guarantees – Email can be forged, exposing customers to phishing attacks and other vulnerabilities.
• No guarantee of message delivery – Overwhelming volumes of communication can cause critical messages to be missed by customers.
• Lack of two-way communication – Customers cannot contact the bank directly via traditional e-mail. An email alert can help ensure critical messages are not missed by customers.
• High cost of traditional correspondence – Sending physical mail to customers is costly.
• Lack of integration with other bank systems – Without integration with CRM systems, it is difficult to analyze the effectiveness of communications.
• Lack of message personalization – Traditional email does not integrate with automation tools that enable personalized messages based on customer activity and collected data.

Overcoming the challenges of traditional banking email – Eximail

The challenges associated with traditional banking email communication can be addressed by implementing a well-designed mailbox within a banking application. To be effective, such a mailbox or mobile app should have robust security measures, high functionality, and a well-designed UX/UI.

The solution is Eximail – a tool equipped with the essential features needed to enhance email correspondence with customers. It enhances the convenience of the customer experience while significantly improving security. Eximail has successfully supported banks in their day-to-day customer communications, providing a reliable system tailored to the needs of modern banking.

Two-way communication for online and mobile banking customers

hen communicating with customers, it is also important to provide a two-way flow of their statements and messages that allows customers to interact with the bank when necessary. While traditional email inboxes do not provide this capability, Eximail supports full two-way communication, allowing customers to see statements, report problems and ask questions directly to the bank.

Support for message creation – personalization and automation

The way bank employees communicate with customers has a direct impact on how the entire organization is perceived. Implementing tools such as a dedicated customer communications mailbox can increase the effectiveness of employees in crafting professional, clear messages while minimizing the risk of errors.

Eximail supports employees at various stages of message creation – from content entry and template management to delivery settings, including options such as assigning “no reply” functionality to certain messages.

Customers also value personalized communications and appreciate the feeling that they’re receiving more than just a generic message sent to a broad audience.

With Eximail’s editor, bank employees can benefit from pre-designed message templates. The mailbox also facilitates personalization, even for bulk messages. Key features of Eximail that help bankers create, archive and send customer communications include:

• Multilingual message creation – Messages are delivered in the language set by the customer in their application.
• Draft saving and editing – Employees can save drafts and return to edit them later, with pop-up notifications warning of unsaved changes when attempting to exit the message editor.
• Customizable footers – Define and manage message footers.
• Template management – Includes versioning and a complete history of changes, allowing employees to revert to any required version at any time.

To further streamline the process, employees also have access to message formatting tools, character counters, and the ability to embed elements such as video, graphics, and charts.

Integration with CRM Systems

Eximail also enables integration with CRM systems and the automation of marketing campaigns, which simplifies operations, optimizes costs, and increases efficiency.By implementing Eximail, banks gain such benefits as:

• Automating marketing campaigns
• The capability to monitor message details in the customer’s inbox
• The ability to specify whether the customer needs to confirm that they have read the message. This can be done, for example, by using a code provided in an SMS message.

H2: Customer Service Support

Eximail not only allows banks to create their own email inbox, but also provides full visibility into how the customer interacts with a given message. It also supports agents at every stage of the customer service process, making it easier to resolve cases from start to finish, from tracking message status to advanced email searching and filtering by case status.

Eximail improves customer service by enabling organizations to:

• Tracking whether a message has been delivered, read, and attachments opened
• Filtering by case status (open/in progress/completed) and tags (confirmed/unconfirmed), making it easier for agents to navigate between cases
• “Handled by me” filtering, allowing bankers to easily access all cases in which they are involved

Users have full control over their messages

On a mobile device on the other hand, Eximail gives users full control over their messages. In order to minimize the risk of missed communications, the tool not only creates an environment dedicated exclusively to the processing of messages from banks, but also offers customers numerous useful features to facilitate message management. These include:

• Filtering messages as read or unread, along with an unread message counter
• The ability to search for messages by title or content
• Easy downloading of attachments

Efficiency Analysis

How can a bank determine if its activities are producing the desired results? Eximail provides insight into statistics on the effectiveness of communication with customers and the performance of employees in resolving customer issues.

The system also provides reports with data on message flow, including information on how many messages and alerts were received in a given period, as well as the time it took to address and resolve them.

In addition, the system collects information on infrastructure utilization, which provides opportunities to optimize the bank’s resource utilization.

Eximail also includes a tool for creating, sending, and analyzing surveys to assess user satisfaction with the bank’s services and customer support. It identifies key areas for improvement. To simplify work with the data set, the application provides a clear dashboard with all the necessary data on message conversion rates.

Benefits of Implementing Eximail for Banks

Implementing Eximail as an internal email management tool for banks solves many problems, automates various processes, and improves the quality of customer service.

Marketing Support

One of the most important benefits of implementing Eximail as a mobile communication management tool for banks is the ability to run marketing campaigns directly through this tool. Integration with CRM systems and other marketing automation tools allows financial institutions to achieve the desired results with less effort.

Enhanced Security

The primary feature of Eximail that ensures secure interactions between banks and their customers is the creation of a dedicated environment for the exchange of communications. This environment minimizes the risk of exposing customers to phishing attacks and eliminates the possibility of misaddressing physical correspondence. Key Eximail features in this area include:

• Antivirus scanning of attachments – ensuring that customers can safely save received files on their devices.
• Encryption of attachments sent to external customer mailboxes (e.g. Gmail) – ensuring customer data security and preventing unauthorized access to file contents.
• Provide passwords to decrypt attachments (when sent to an external mailbox) – useful when sending files to a customer's private email address.
• Attachment stamping – serves as confirmation that the attachments received by the client are really from the bank.

Communication Efficiency

Eximail ensures that all messages and documents are stored in one place and are easily accessible by customers. This ensures that banks can efficiently reach their customers with both critical notifications and marketing communications.

Time and Cost Savings

Implementing a dedicated customer communications tool also results in time and cost savings. Automating the delivery of messages and analyzing their effectiveness reduces staff workload, while the ability to securely deliver documents reduces costs.

Eximail – A mailbox for communication with bank customers designed with the needs of modern organizations in mind

Managing communication with customers can be a significant challenge for banks, raising many issues related to message delivery and readability by customers, security and message personalization. To meet these challenges, it pays to use a dedicated solution from a trusted provider.

Eximail is such a tool. It is a solution developed by Consdata – a company that works with the 7 largest banks in Poland. With Eximail, banks can improve communication efficiency, better protect customer data and increase customer satisfaction.

In addition, banks can count on full technical support from Consdata and consultations with our experts, who will help tailor the system to the unique needs of each financial institution.

Want to improve your communication in the banking application? We will review areas for improvement and work with you to determine the functionality your bank needs. Visit our website and schedule a meeting with one of our specialists!