The financial services industry (form banks and brokerage firms, to credit unions, and insurance companies) continues to face negative public opinion, with its reputation increasingly damaged by numerous scandals: mis-selling, lack of transparency, and technology failures.
The Industry challenges:
Forrester surveys show that 90% of companies have isolated communication channels: phone, email, chat, and web self-service. This leads to inaccurate and inconsistent service across the different channels, with customers using more than one channel to find the information they need. This increases the company’s costs and decreases customer satisfaction.
To be able to deliver a distinctive multichannel customer service experiences in the channel of your customer’s choice.
When the customer calls, emails, or visits the web – the service or sales representative is able to respond— quickly, consistently, appropriately.
Route contacts to the best resource available, with the right skills – based on your business rules – regardless of location or channel they use:
Provide customer 24/7 access and support
Let Customer use a channel of choice
Route contacts to the best resource available, with the right skills – based on your business rules – regardless of location or channel they use:
Use chat, co-browse, email, mobile apps, click-to call,… to increase on-line completion rates for:
Notify customers via different channels for:
Implement targeted campaigns, based on customer segmentation, budget, communication channels we want to use within one campaign and monitor customer responses.
Provide automation and self-service.
Increase first contact resolution rates, shorten training times an increase agent capacity.
Plan, train and assess employees to achieve both operational efficiency and effectiveness.
Calculate staffing, aggregate multi-system work, prioritize, distribute to the best resource to meet optimal front and back office productivity.
Increase productivity with:
