Banking

MAKE THE MOST OF YOUR DIGITAL CHANNELS 

Avoid contacts for issues that customers could resolve themselves

Today, having a self-service portal is not an if, but a must. When your self-service or mobile app does not support the customers’ needs, then it simply is not good enough. Improve your digital channels based on the feedback you receive from your customer conversations – find and measure issues, prioritise, and develop what your customers truly need.

  • Measure and monitor
  • Validate actions
  • Reduce costs
Self-service fail to phone call

BANK ON THE POWER OF KNOWLEDGE

DISCOVER
20%
MORE SALES LEADS
MAKE
80%
FASTER PROCESS IMPROVEMENTS
REDUCE
20%
OF CALL VOLUME
SAVE
90%
TIME ON QUALITY MONITORING

Level up your customer experiences

Give power to the voices of your customers. Pay attention to their inquiries and deliver the needed solutions.
By enhancing and expanding digital channels, customers will be able to access solutions more quickly and become more independent.
Your customer support can be available for the more complex questions while spending less time on the simple ones.

Banking - Security
Secure access to customer conversations

In banking, the security of customer information is vital

With GDPR-compliant anonymisation of customer data for all your communication channels, you can analyse customer conversations for raising support quality, reacting faster to business-critical issues, and improving customer experiences.

  • Efficient coaching
  • Improved goal-setting
  • Monitoring over time
digitalise for efficiency

Make empowered decisions by knowing your customers

Analysing customer conversations can show you which of your current processes support customer satisfaction and which create repetitive contacts, low feedback scores, and customer churn. Use customer conversations as constant feedback to create efficient and customer-friendly processes – happy customers are loyal customers.  

  • Faster process improvements
  • Effective prioritisation
  • Reduced churn
MEASURE AND TRAIN FOR QUALITY

Agent training based on 100% work

Team managers can build and view reports of Agent performance, offering need-based training and having visibility into every interaction. No longer relying on a small sample of conversations, coaching can be based on all the Agents’ work. Decide your focus and move towards the goals much faster than you ever could with random sampling. 

  • Efficient coaching
  • Improved goal-setting
  • Monitoring over time
AUTOMATE FOR SALES

Take advantage of sales potential to be ahead of the competitors

Our experience has shown that offering faster service for customers with business-critical issues such as questions regarding a loan application or purchasing services will drastically improve sales potential and raise customer satisfaction. With Feelingstream, you can use automated email routing to prioritise these queries. 

  • Find sales potential
  • Increase sales
  • Discover upselling opportunities

Secure access to customer conversations

  • OMNICHANNEL VISIBILITYCustomers choose different support channels based on their questions – with omnichannel visibility, you can analyse each channel separately and together, seeing whether your support is cohesive and being able to raise the quality of support across all channels.
  • ANONYMISATION OF ALL INTERACTIONSFeelingstream offers anonymisation of all customer conversations, enabling companies to analyse interactions while being GDPR-compliant. No more building expensive in-house solutions or being in the dark, use the data you have.
  • SECURITY OF DATAFeelingstream offers both on-premises and cloud setups. All transmissions of data are encrypted using industry-standard SSL (Secure Sockets layer). We have implemented a granular user-groups based access policy for our conversation analytics tool.
  • IMPROVED QUALITY AND TRAININGFocus on the outliers and pick conversations for coaching and training based on issues in them rather than using random sampling. Reach higher quality with less time spent on coaching.
  • ENHANCED DIGITAL CHANNELSImprove your self-service, web, and other digital channels based on unfiltered customer feedback from all of your customer conversations. Gather ideas and implement change.
  • ELEVATED SALES PITCHESMeasure the sales potential of your conversations, check whether scripts work, find the successful sales strategies that work for your customers.
  • AUTOMATED EMAIL ROUTING AND REPLIESCustomers with purchase intent will not want to wait long for an offer. Prioritise business-critical emails to be replied to faster and use automated replies for standard questions.
  • STAYING INFORMEDIn addition to having access to the analytics tools, you can also receive regular email reports or create automated notifications based on your needs and interests.

Stop losing in customer service!

You can bank on conversational analytics - it has the power to drive you forward.