Case is an aggregation of all activities during the solving of a particular client request, a sequence of various activities between the client and the financial institution. In LiveBank we put the concept of Case at the center of our approach to customer service. From the service perspective, a bank client has a request in the form of a problem or question to be solved – sometimes the solution is more difficult and the discussion/exchange of information must take place over a longer period of time. Therefore, the concept of Case is crucial for understanding the process of its managing and processing (labor consumption per Case, Case length, interchangeability of agents within one Case, etc.). Thanks to this approach, people responsible for supervising the work of agents and auditors can very effectively assess the way of working and optimize it in terms of better customer service.
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Case Type and Topic
In the LiveBank system, there are Case Types that define the context of the customer’s question/case that Client wants to talk about or needs the help of Bank customer support. Case Type specifies the subject matter of the Client request to automate and adjust the customer support for better solving this question/case and improve customer satisfaction. However, Case Type can be very extensive and could include clarifying subcategories – Topics. Example: CaseType – Credit cards, Topics – Block Credit card and New Credit card.
In order to better define the context of the conversation, it is possible for the Administrator to assign Topics to a specific Case Type – this gives additional information for the employee that allows for the initial determination of a specific question.
When the Client starts a conversation with the Topic given by the context of the website/application, then LiveBank creates a new client Case, based on mapping Topic to the appropriate Case type.
Relations and attributes of Case
Case has its status:
- Waiting for the client’s actions
- Waiting for the institution’s actions
Case has Agent Owner – a person currently responsible for the given client’s case on behalf of the Financial Institution. In the Relationship Manager configuration, Agent Owner is the given account manager, in the Call Center system, Agent Owner is the last talking agent.
Customer satisfaction survey. Every resolved case triggers a customer satisfaction survey appearance on the Client’s side.