In this age of consumer choice, customers control the conversation, and products and services have become increasingly commoditized. Customer service has become the differentiator that can make or break a business.
A recent Northridge Group study shows a staggering 72% of survey participants would switch to a competitor after just one bad experience. We have all had these bad experiences from hold times, being transferred too many times, repeating information, and switching to different departments to re authenticate who your credentials are all over again. Financial Institutions are looking to find a way to get back in front of their customers and potential conversion customers from dissatisfied customers. The pandemic has taken people away from meeting people face to face so finding a digital channel that can still provide a face to face experience is now needed more than ever. Digital Customer Service channels may include any combination of chat, messaging, phone, co-browsing, social, online voice, and video for customer care – using any combination of bots and human agents. This platform provides a digital-first customer service technology that is reinventing how businesses support their customers online. Unlike fragmented point solutions, this platform was architected from the ground-up to unify all digital channels (social, A.I. Chatbots, messaging, voice, video, screen share, and co browsing) in an easy-to-use Digital Customer Service solution that meets the security and scalability needs of the most discriminating financial institutions. This platform enables representatives to engage with customers where they are online, see their screen, and co-pilot them to resolve issues or complete purchases without having to re-explain as they go. Customers can message with agents or contextual chatbots, talk to reps on the phone or through a computer, or a video chat – moving gracefully between channels as needed while being guided online.
Improved ExperiencesBy consolidating all communication channels into a single system, an agent is able to focus their time on the customer at hand without switching back and forth between pages looking for an answer. This generates increases to metrics such as NPS, CSAT or CES by +20%.
When agents utilize an OmniChannel platform, they are able to gain context into a visitor’s browsing session in real time. This way, agents are able to get on the same page as the customer in seconds, leading to reductions in Average Handle Time by +25%.
Increased ConversionWhen it comes to customer engagement, the leading cause of disloyalty is a broken customer journey (channel switching.) When agents are able to guide customers in the right direction and assist them during complex processes, this leads to increases in conversion by +100%.
Digital Customer Service (DCS)Digital Customer Service channels may include any combination of chat, messaging, phone, co-browsing, social, online voice, and video for customer care – using any combination of bots and human agents.
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