We tell you how new technologies can help increase loyalty switzerland phone number library and retain clients of a large bank using the example of one of our clients.
Client Features
The bank that contacted us is one of the thirty largest in its industry in Russia. It is well known, it has favorable conditions and a reliable reputation. However, over the past few years, the percentage of clients who refuse its services has been slowly but steadily growing.
According to the bank's internal marketing research, this is primarily related not to financial services, but to its service. In 63% of cases, clients are dissatisfied with the fact that they have to wait more than five minutes for an operator to answer the line, in 18% - with the fact that the manager cannot independently, in detail and promptly answer the question.
Indeed, when we call a bank and hear that we have to wait for an operator to answer, it cannot help but irritate us. And if the wait lasts three, five, ten, fifteen minutes, loyalty to the bank steadily declines.
In this case, you can increase the call center staff, but this will not solve the problem during peak loads. While the operator is talking to one client, five more can call him. At the same time, according to the bank, in 82% of cases, clients call to get a quick routine answer that does not go beyond the template. They ask where the nearest branch is, what is the limit on their card, how to reissue the card and how long it will take, and much more.
Any template work can be automated, and thus increase the efficiency of its implementation. This is exactly why the bank turned to us.
Finding a solution
We proposed to simplify the work of the call center by implementing Voice work at the first stage of the conversation with the client.
The robot intercepts the call to the bank and instantly and automatically answers it according to a pre-written template:
Greets the client by addressing him by name. Obtains information about him by checking the incoming number in the CRM database.
Asks how he can help.
Answers the client's question using standard conversation scenarios.
For example, if the robot hears the keywords “where” and “nearest ATM” in the user’s question, it prompts the addresses of ATMs. If the client is interested in when their loan payment is due, it pulls up information from the CRM and answers the question.
Together with the bank’s representatives, we formulated more than 45 scenarios for the robot, dividing them into different categories depending on the bank’s services:
