In recent years, various financial technologies (FinTech) have emerged, changing the ways banking transactions are conducted, such as mobile payments, online banking, and blockchain technology. Major market players are already at the crossroads of IT and traditional banking. In addition to profitable deposits, most of them seek to build their own ecosystems.
Every bank has its own customer care and support. Phone lines, voice assistants, application chats – there are many channels, but it is not always possible to distribute operator workload evenly. If conversations are lost in chats and data are not transferred from one channel to another, the support can hardly be called effective. Delayed answers or lost requests negatively affect user loyalty. This is critical in the highly competitive banking sector.
Bank support faces such tasks as structuring the work and increasing the speed of service.
Chat2Desk can solve all these tasks. Let us figure it out step by step:
- Online chat. Reluctance to talk on the phone has long been the subject of jokes, and a website chat widget can easily solve this problem. It can also deal with the issue of support line workload – requests are distributed more evenly, and operators can transfer chats in one click. Requests are not lost, and a single window is used for work. Moreover, a chat is a great tool for collecting contacts.
- Chatbots with artificial intelligence. They help engage users in chats, tell them about bank promotions and offers, or open and service banking products.
- Tags. They help categorize customers and work with them more precisely by offering targeted products.
Even these simple two steps can help reduce contact center costs by up to 30% and increase the customer satisfaction score up to 95%.
Other tools useful for the banking sector:
- Self-service menu. By selecting options in a chat, it is possible to filter out requests that do not require an operator, for example, questions about the opening hours or how to block a card.
- Quality scores. It allows the management to understand satisfaction with the support, identify weaknesses and work them out. In addition, with a feedback request, it is more likely that a customer leaves a negative comment in the chat rather than post angry comments on social media.
