Customer experience and loyalty

With the client in mind

Sometimes it’s ease to acquire prospects. But it’s much harder to keep them.

We all know your advisors have expert knowledge. The point is to provide the right answers to client inquiries at the right time and place. It can be done by a specific expert, thanks to automated routing, quick and relevant answers, thanks to prompter, or using the favorite communication channels like Facebook Messenger.

DIRECT ADVICE FROM PRODUCT SPECIALIST

The Customer needs consultation with product expert (e.g. product loan expert, factoring or leasing). System routing based on skills and level of expertise of the advisor allows the call to be redirected to the most appropriate person.

Key Takeways
  • Increase conversion for product applications
  • Active assistance for complicated products
Key Takeways
  • Increase conversion for product applications
  • Active assistance for complicated products
Automatic call distribution
Automatic call distribution
The system reads the context of the connection (e.g. product webpage) and automatically connect with the adequate advisor thanks to skill-based routing feature.
Conference calls
Conference calls
When more expert knowledge is needed, the agent can invite another consultant to the session.
Business configuration
Business configuration
The authorized bank supervisor can predefine files, links, and texts to different processes as well as manage the call distribution or satisfaction surveys.
Automation
Automation
The whole/entire process of call routing and setting-up connection is fully automated. Wide scope of predefinied resoruces make the customer service quick.
Agent applications
Agent applications
Dedicated design and full of functions Agent Application let the consultants to provide the client the best possible service.
Key Takeways
  • Keeping customers / acquiring new prospective Customers
  • Personal connections, immediate communication
  • The Customer engagement channel

WELL-KNOWN SOCIAL MEDIA COMMUNICATORS IN USE

The Customer needs to communicate with the Bank by using the social communicator which they are the most comfortable with, without additional components, applications, etc.

Key Takeways
  • Keeping customers / acquiring new prospective Customers
  • Personal connections, immediate communication
  • The Customer engagement channel
Social media
Social media
The customers can connect with bank advisors using their favorite social media messengers, such as Facebook Messenger.
Integration
Integration
LiveBank system can be integrated with messaging apps such as Facebook Messenger which serves to communicate, but the transactions or video calls are proceeded in secure window.
Live Chat
Live Chat
The integration enables texting in our Live Chat module. All the exchanged information stays in chat history.
Automation
Automation
During the chat the agent can use a set predefined resources or have a support of chatbot prompter to receive answers’ suggestions.
Agent application
Agent application
As the client uses some messenger app, the agent uses the LiveBank application where all the sent texts appears. Exactly the same way as the client uses Live Chat in banking service.

EXTENDING EXISTING CONTACT CENTER COMMUNICATION

Customers need to have a quick and seamless connection to Bank’s Advisor without having to wait for a long time. The best way is to direct contact to the Bank via the LiveBank solution in order to give the Customer a wide range of services

Key Takeways
  • Effective LiveBank Digital Customer Center
  • Redirecting calls to LiveBank Agents or vice versa
Key Takeways
  • Effective LiveBank Digital Customer Center
  • Redirecting calls to LiveBank Agents or vice versa
Telecom network gateway
Telecom network gateway
Seamless call transfer from the telephone connection in Call Center to the LiveBank system
Integration
Integration
LiveBank can be integrated with the Call Center to enable transferring phone calls to the virtual branch (and back) and to avoid waiting line.
Automatic call distribution
Automatic call distribution
The Call Center Agent can route the call to the Virtual Branch Advisor basing on the inquiry context or the consultant skill.
Call management
Call management
The Call Center Agent can route the call to the Virtual Branch Advisor basing on the inquiry context or the consultant skill.
Agent application
Agent application
When the call comes form Call Center, the agent can use more powerful, flexible and more effective LiveBank Agent Application.
Key Takeways
  • Removing the barrier in quick sale
  • Saving customer time
  • Strenghtening collaboration possibilites

CUSTOMER ANNOTATIONS ON PDF DOCUMENTS

The Customer is buying a new financial product and the Bank needs to have the confirmation that the Customer has had the opportunity to be acquainted with the terms and conditions. At the end, the Customer can fill in a short Customer Satisfaction Survey and retain the files.

Key Takeways
  • Removing the barrier in quick sale
  • Saving customer time
  • Strenghtening collaboration possibilites
Mobile app
Mobile app
Thanks to LiveBank Mobile Client SDK and integration with bank’s mobile app, all the processes, communication and collaboration can be carried out on Android and iOS.
E-signature
E-signature
The customer can sign on the received and reviewed pdf file with the on-screen signature.
File exchange
File exchange
During the session (video, voice, text chat) both sides – customer and the agent – can exchange files.
Screen sharing
Screen sharing
The agent can share his screen to show the client chosen files, such as contract, and make notes on it with the graphical toolbox.
Surveys
Surveys
After a connection the customer can fill out a short survey concerning the product or satisfaction.

Discover the power of efficient services
in other business areas

Change image of remote customer experience and create complete and superb customer journey. Discover other LiveBank solutions that improve everyday customer-bank interaction.

Any questions?

Need quick hints? Feel free to contact us

Piotr Skrabski
Piotr Skrabski
General Manager +48 518 667 591
Ailleron Company

Życzkowskiego 20 Street

Building Avia, 1st floor

31-864 Cracow

Did you know?

A virtual branch will work perfectly wherever efficient service is crucial

Insurance
companies
Financial
consulting
Investment
found
Leasing
companies
Brockerage
house