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Case Study
An increasingly digital Customer Engagement
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With Live Chat Landing, we have helped a big bank to innovate the systems connecting bank and customers in full digital mode.
Where: italy
Where: italy
Challenge
Also in the banking sector, Covid emergency pushed players to accelerate their digitalization to manage customer relations. Driven by the need to overcome the critical issues of the pandemic (e.g. social distancing, restrictions of movement), the company wanted to strengthen the transformation of its Customer Engagement, to offer more direct services to customers in innovative ways.
Approach
The pressure to eliminate the logistical restrictions of branches for providing advice to customers and formalising sales contracts, combined with the increasing use of remote video chat tools, has opened up important horizons for both operators and customers (corporate, business or private) regarding the use of video chat tools for the operator/customer relationship in full online mode.
Solution
The Live Chat Landing solution enables both the bank itself and its customers to use video chat tools for business relations and other purposes in full online mode. The project is an integral part of the programme launched by the Bank to fully digitalise its Customer Engagement functions, with the following objectives: Sharing of product prospectuses and brochures, Remote customer recognition process, Sharing and providing advice on final contracts, Signature acquisition via OTP.
The activity is based on the MS Teams platform, which integrates the Bank's own recognition and signature services (Adobe sign). This has boosted customer loyalty by simplifying the way in which customers interact with the bank (from home, from the office, and not necessarily in a branch) and by strengthening the advisory service through the sharing of documents and tools to assist with transactions.
Results
Impacts
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Case Study
Poste Italiane: 24/7 management of postal savings books
Thanks to our innovative solution, Poste Italiane offers an always updated service without time constraints.
Client Story
ENGIE: a customer service always connected
To develop customer-centric solutions spanning renewable energy services and personalized technical support, adopting suitable intelligent technology is crucial.
Case Study
PASSPAY Conad: the new payment frontier
Changing the world we live in also means revolutionizing the shopping experience to make it increasingly easier and faster
-
Case Study
Poste Italiane: 24/7 management of postal savings books
Thanks to our innovative solution, Poste Italiane offers an always updated service without time constraints.
-
Client Story
ENGIE: a customer service always connected
To develop customer-centric solutions spanning renewable energy services and personalized technical support, adopting suitable intelligent technology is crucial.
-
Case Study
PASSPAY Conad: the new payment frontier
Changing the world we live in also means revolutionizing the shopping experience to make it increasingly easier and faster
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