What is the future of call centers, what are the
customers preferences? This is chat and video chat. Communication
company- customer speeds up towards video channel.
4 reasons why call centres are switching from telephone to live chat
One of the perennial drivers for the adoption of live engagement is
the impact on cost. The logic is this. Even if the vast majority of your
customers self-serve, there will be times when they need help from a
human being who can advise on products or provide additional
information. Traditionally that's been done by a telephone hotline but
you can offer the same service more cheaply – and also more efficiently –
by talking to your customers via a chat tool.
Our client – mBank released data concerning Expert Online, which is
our key LiveBank product. Consumers' interest in banking
services available via video channel is huge.
Take a look at these elements from a mBank press release on Expert Online. Let us start from the figures.
- Within 10 months from the start of Expert Online, the number of connections with consultants has raised fourfold.
- 200 000 clients decided to contact us via video channel this year.
- 90% of banking transactions can be carried out with Expert Online
What is the basis of Expert Online success?
Expert Online is an online branch of the bank, which effectively
combines the traditional role of an adviser with the availability of
electronic banking and modern ...
The difference in preferences of using banking
services among the peoples of Europe is quite interesting. It is evident
in the density of networks of bank branches in different countries.
In Europe, there are more and more bank branches being closed. German
experts from Deutsche Bank Research reported that in 2012, across the
continent, 5.5 thousand branches were closed, including 1.6 thousand in
Germany. About half of Germans use online banking.
A relatively small number of branches in relation to the amount of
residents. Today, for every thousand of residents of Sweden, there is
about 0.2 of a banking facility, and it is even less in the UK or the
Netherlands. Scandinavians prefer to use ...