A “case” is the set of all activities that take place during the resolution of a specific customer request—that is, a sequence of various interactions between the customer and the financial institution. At LiveBank, we place the concept of “case” at the center of our approach to customer service. From a service perspective, a bank customer submits a request in the form of a problem or question that needs to be resolved; sometimes, the solution is more complex, and the discussion or exchange of information must continue over a longer period of time. Therefore, the concept of a “case” is essential for understanding the process of managing and handling it (labor hours per case, case duration, agent interchangeability within a single case, etc.). Thanks to this approach, those responsible for supervising agents’ work and auditors can very effectively evaluate work practices and optimize them to improve customer service.
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Case Type and Subject
In the LiveBank system, there are “Case Types” that define the context of the customer’s inquiry or issue—the topic they wish to discuss or for which they need assistance from the bank’s customer service department. The “case type” specifies the subject of the customer’s request in order to automate and tailor customer service to better resolve that inquiry or case and improve customer satisfaction. However, “case types” can be very broad and may include more specific subcategories: the “topics.” Example: Case type: “Credit cards”; Topics: “Credit card block” and “New credit card.”
To better define the context of the conversation, the administrator can assign topics to a specific case type; this provides the employee with additional information that allows them to identify right away exactly what the issue is.
When a customer initiates a conversation using the topic suggested by the context of the website or app, LiveBank creates a new customer case and assigns the topic to the appropriate case type.
Relationships and Attributes of “Case”
Case characteristics:
The case has the following status:
- Open
- Pending:
- Waiting for the client to take action
- Waiting for the organization to take action
- Resolved
Each case has a “responsible agent”: the person currently handling a specific customer’s case on behalf of the financial institution. In the relationship manager settings, the “responsible agent” is the corresponding account manager; in the call center system, the “responsible agent” is the last agent who spoke with the customer.
Customer Satisfaction Survey. Each resolved case triggers the display of a customer satisfaction survey on the customer interface.
