Digital support will become established as a permanent service of S-Bank
S-Bank will make its digital support services a permanent part of its customer service at the beginning of next year. Digital support has focused on helping customers use digital services and solve problem situations. S-Bank's customers have found the service useful, and customers of all ages have sought help during the trial period.
The digital support service trial was launched in summer 2025 as part of the development of S-Bank's digital guidance. During the pilot, digital support has already helped more than 20,000 customers in the use of S-mobiili and in situations related to scam attempts, among other things. Customers have praised the service for its calm, clear and expert guidance.
"Customers of all ages need digital support," says Customer Service Director Sari Hammari.
"Middle-aged and older customers make up the majority of long-term contacts, especially when the use of digital platforms is not certain, but young people and young adults who do not yet have experience in banking also need a lot of help."
The three most frequently asked themes have been scams and information security, the installation and use of S-mobile, and challenges to online banking. Other frequently encountered needs include the basics of everyday life in digital channels, challenges related to the use of devices, as well as e-invoices and identification.
"When we provide proper guidance at once, the customer's competence and confidence increase. It is good service today and smoother transactions tomorrow," Hammari says.
Digital support will continue to develop even after the service has been made permanent. The company's own digital support line will be retained, online messages will be answered more smoothly than before, and light digital guidance will be piloted at different locations during the year.
"When digital support and digital guidance complement each other, customers get help faster and queue times shorten. This does not mean rushing, but that we can focus on our customers' other needs even better," says Development Manager Jaana Meritähti.
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