Banking, Lenders & Credit Unions
Empower Your Organization With A Rich Goldmine of Customer Conversation Insights
Banks and Credit Unions understand that the landscape has changed and is now investing in innovative technologies like automated credit underwriting, digital onboarding, blockchain, and enhanced data analytics.
Opportunities
- Better Understanding members buying habits
- Deepening member relationships
- Meeting the Digital Expectations of Customers
- Dealing with Security Issues
- Being smarter with Marketing Efforts
- Training Employees
- Growing member share of wallet
- Managing culture and compliance
BUYING PERSONAS
CHALLENGE: Automate QA and ensure robust risk management process.
HOW WE HELP: Conversation Analytics can process large volumes of calls, ensuring automated QA and broad script adherence among agents.
OTHER BENEFITS OF CONVERSATION ANALYTICS FOR LEGAL COUNSELS:
- Understand what we are saying to our customers
- Ensure proactive fraud management is in place
- Ascertain compliance levels
- Review risk management action performance
CHALLENGE: Discover the drivers behind the significant AHT discrepancies.
HOW WE HELP: Call Journey is not only able to reduce AHT but also helps reduce workforce churn, monitor agent performance and improve internal product roll-out process.
OTHER BENEFITS OF CONVERSATION ANALYTICS FOR CONTACT CENTERS:
- Understand agent performance
- Track Team Leader performance
- Improve efficiency/ productivity
- Hone scripts
- Track adherence to scripts/ regulation
CHALLENGE: Incomplete and inconsistent insights from post-call surveys.
HOW WE HELP: Call Journey accurately identify what products and solutions are working and improve sales offering through in-depth customer insights. Call Journey’s AI-powered solution enables Edith to get near-real-time finger on the pulse of customer insights and the risks and opportunities for her business.
OTHER BENEFITS OF CONVERSATION ANALYTICS FOR CX:
- Track and management customer sentiment
- Drive root cause analysis of poor CX
- Gain effective insights into NPS performance
- Understand org processes gaps
- Ascertain performance of key initiatives
The Customer Buying Journey
Eve and John is a newly married couple who are looking for a new house. Eve is the one in charge looking a good reputable credit union/mortgage company to help them get started financially.
Find out their buying journey with and without Conversation Analytics.
Download the Customer Buying Journey for Bank & Credit Unions here >
