Customer service

Advisors know they need to be digital, but aren't confident about how to get there.

Older, wealthier customers are eager for more digital interactions, according to a study, and are increasingly ready to switch firms to obtain these and other services.

Treat the data hub like the complex entity that it is, one requiring constant attention from those operating it in every facet of the business.

Rushing into the decision can carry painful costs and leave you with a bad fit, according to planners and other experts.

A lack of awareness that web services are available turns out to be the most commonly cited reason for calling or visiting an SSA office.

Three firms outperformed the rest in a new J.D. Power study, but the fund companies have some very basic problems.

"Think of the ideal FA as having the head of a capitalist and the heart of a social worker," writes Ally Invest president Lule Demmissie.

As a decades-long loyalist of Bogle’s ground-breaking firm for decades, Allan S. Roth worries it’s losing its edge in client support.

In addition to launching an automated investing app, the bank created a dedicated advisor unit to provide personal service to customers when they need it.

The highest priorities are “ease of use” and speed, E-Trade’s CEO tells attendees at the In|Vest conference.

When a tweet drew backlash from customers and politicians on Monday, it brought into question how banks should couch their messages on social media.

Bank critics and some lawmakers quickly seized on a tone-deaf posting by JPMorgan Chase that was designed to tout the virtues of saving money.

The bank says it has restored access, but it hasn’t explained how a fire-suppression system at one facility could cause a nationwide outage across all of its channels, or how its system as a whole could have been left so vulnerable to the incident.

Customers reported being unable to access online banking, mobile banking or their debit cards.

There are three industry myths about being online that advisors must overcome, says Schwab’s senior vice president for institutional marketing services.

Bank of America customers are frustrated over fees and customer service while Wells Fargo customers are alarmed about the bank's recent scandals.

Employees from the independent robo — from marketers to engineers — are being paired up with customers to have informal chats, ranging from improving the user experience to suggesting new financial offerings in the platform.

It's fast, virtually free and roughly 40 times more effective than social media. But most advisors are using it wrong.