Professional Customer Service

The optimized service in omnichannel is a guarantee of customer satisfaction

Smooth, convenient, virtual. Enhanced customer service.

Your clients want to interact with your bank in many ways. They use various devices, opt for different solutions and require help at different stages. LiveBank Virtual Branch is designed to help them at every step bringing your bank reliable communication and collaboration center, which generates proven profits.

PROFESSIONAL CUSTOMER SERVICE

The Customer is already logged in to the Mobile Banking app and wants to get more information about products, regulations, templates, etc. The Consultant uses LiveBank to respond quickly with well-prepared information (materials, answers, links, etc.)

Key Takeways

Professional Advice
Quicker Advisor Response
Materials at one’s fingertips

Key Takeways

Professional Advice
Quicker Advisor Response
Materials at one’s fingertips

Agent applications

Rich in functions and integrated with Active Directory application has dedicated UI/UX design to make the consultant work smooth and quick on both: desktops and mobile (iOS)

Call management

The agent can change the connection type (text chat, voice, video), transfer the session to another consultant or add a new expert to the connection.

Business configuration

To make the agent work faster, the authorized bank user can change the system parameters, such as: predefine files, links, message templates, surveys, ads, Automatic Call Distribution, etc.

Single Sign-on

Once logged in the customer can use different bank services with no need of additional authentication. Each session has its token to be verified by the Bank’s Authentication Service.

File exchange

With predefined steps for different processes the agent has a database of links, files and answers to send immediately to the customer.

Key Takeways

Using all communication channels
Resolving problem with poor internet connection

OMNICHANNEL COMMUNICATION

The Customer started the process on the desktop (or VTM/ATM), but then moves on and changes communication channel and uses the Mobile application. It doesn’t matter if on new channel internet connection is very poor or good, because the LiveBank Adaptive Streaming mechanism allows the seamless continuation of the call.

Key Takeways

Using all communication channels
Resolving problem with poor internet connection

Browser based-application

Your clients can use virtual branch without the need of installing any plug-ins in their browsers. Bank can also embed LiveBank web API in text chat widget, on their banking website

Mobile app

LiveBank app can be integrated with bank’s mobile app to enable click-to-call in terms of any bank process. Available on smartphones and tablets (Android and iOS).

Virtual Kiosk ATM/VTM

The system works great when embedded into the Video/Virtual Teller Machines (VTMs) or eKiosks.

Multi language support

The system content, values, files, etc. can be prepared in different languages. When the customer changes it, the interface as well as files are also changed.

Adaptive streaming

Poor internet connection? The adaptive streaming mechanism adjusts quality to the current network conditions. When connection is too low, the automatic downgrade or re-connection mechanism are initiated.

ACTIVATE AND ENGAGE THE CUSTOMER EVERY DAY

Customers need to have an easy and seamless way to Bank wherever they are, whenever they need, with the communication method and channel they prefer without visiting a branch. Thanks to digital channels, with LiveBank, they can interact with the Bank every day.

Key Takeways

Activation of existing Customers
Seamless and quick communication with the Bank
Simplification of the verification process

Key Takeways

Activation of existing Customers
Seamless and quick communication with the Bank
Simplification of the verification process

Video & Voice Call

The customer can easily contact the advisor using online or mobile banking application. With one click they can have face-to-face and trusted support.

Live Chat

When preferred the customer can choose text chat channel which let him chat with bank agent continuously in moments when he has time. The conversation history is always there.

Social Media

The customer can also contact the bank with his favorite social media platform, such as Facebook Messenger. He’d be routed to proper consultant based on the topic of inquiry.

Single Sign-In

The customer can also contact the bank with his favorite social media platform, such as Facebook Messenger. He’d be routed to proper consultant based on the topic of inquiry.

Multi language support

The virtual service can be easily adapted to chosen and most popular languages used in your bank.

Key Takeways

Reduce risk of incorrect responses by chatbot
Education of Advisors
Human touch synergy

AUTOMATED SUGGESTIONS FOR ADVISOR

The Bank needs to maximize the efficiency of interactions with Customers and improve the quality of Advisors responses. In this case the chat prompter used by the Advisor during conversations can display the most appropriate answers, enhancing both customer and advisor time.

Key Takeways

Reduce risk of incorrect responses by chatbot
Education of Advisors
Human touch synergy

Live Chat

The client can connect the bank advisor with use of text chat which enables automation.

Agent applications

The customer questions are sent in the same time to the advisor and to the chatbot. In a second the advisor is provided with four suggested answers form the chatbot.

Automation

The agent while chatting with the client can use the suggested answers prepared by chatbot which are displayed in the application and ready to send. It makes the conversation faster and more accurate.

Call management

When the client gets all the required information, it’s more possible that he’ll be willing to buy a product with e.g. upgrade the connection to video or to add an additional expert to the call.

Integration

The prompter automation is available thanks to integrating LiveBank with the third party chatbot.

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