In recent times, customer behaviour and expectations are
ever-evolving and with this challenge, comes the need to meet their needs as
well as ensure, new offerings are at the forefront of technological evolution.
On the back of this development, UBA a leading innovative player in Financial
Services is finding new ways to communicate and engage with their customers.
With the growing mobile consciousness, customer demand for
online services is on the rise and it is imperative to meet this demand with
digital self-service platforms. However, to meet this demand, the role of human
interaction in the process cannot be underestimated. It fits into our creed to
continue to foster our unlimited dedication and access to the customers.
In this regard, the United Bank of Africa, in its unrelenting
effort to raise the bar, likewise the levels of ease and convenience in
customer experience through innovation, has introduced Video live chat with
Co-browsing technology.
Firstly it enables Customer Experience Experts to help
customers in real-time, enabling a support experience centred on visual
engagement. Why is this important? 65% of the world are visual learners. Not
only can enquiries and issues be resolved more efficiently and swiftly, but
co-browsing can complement other channels, improving the overall customer
experience
UBA is differentiating with Customer Experience and use of
Video Live Chat and Co-browsing to improve customer acquisition, service and to
improve x-sell & retention by enabling more meaningful contact with
customers.
Video Co-browsing enables customers to virtually have a
one-on-one interface with the bank through co-browsing application via video
live chat, text chat, and through real time document exchange. This makes it
easier for bank staff to assist customers through a number of difficulties;
from filling intricate bank forms and even helping them resolve much more
complex transactions. Sometimes, the platform simply facilitates directing the
customers to the exact information they need.
It provides a secure file-sharing, compliant, real-time
communication solutions that enables the bank hold co-browsing sessions to
expedite troubleshooting as well as ordinary enquiries.
This without a doubt moves light years ahead of the old
customer service where interaction is purely through phone calls; this method
which has proven to be frustrating especially when it involves fixing a problem
urgently. It also comes resourcefully as a quick and easy fix for those who do
not have enough time for a physical visit to the bank to take care of their
transactions.
Other benefits include:
o All session actions
are accountable
o Secure collaboration
o Navigate the web
together
o Control access
o Collaborate online,
effectively
With this latest innovation, UBA can engage visually and
digitally with customers while maintaining human interaction at any given time,
in a bid to continue to virtualize customer experience. It offers faster
solutions in response to customer enquiries on a more personalised basis
anywhere, anytime and from any device. UBA as always, is committed to ensuring
greater efficiency and better customer satisfaction. To experience the Video
Love chat and Co-browsing technology, visit ubagroup.com.
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