COMPANY

World’s leading direct savings bank in Australia

COUNTRY

Australia

INDUSTRY

Financial Services

Know this Customer
PRODUCTS OR SERVICES

Service Cloud

The client is world’s leading direct savings bank established in 1999 in Australia. From a zero base, these financial service providers now have more than 1.5 million customers with $31 billion in deposits. They planned to have a centralized and secure location to maintain their data and have a full insight into customer and agent behavior, so that they can provide a consistent experience to their local and international customers and remain at the forefront of the Australian financial services market.

Challenge

  • Ability to provide contextual help to customers; it required to navigate away to find support.
  • Knowledge base portal that allows customers to access help content based on different needs/drivers.
  • The current system can’t scale to support hybrid, native apps, or responsive websites.
  • There is no escalation mechanism that surfaces self-service options for an enquiry, prior to engaging agents.
  • The ability to dynamically serve content on ING Direct website, based on what is driving enquiries for products.

Solution

  • Deployed a complete and easy-to-use contact center solution capable of mapping clients customer service requirements
  • Setting up knowledgebase for end customer integrated into other services such as chat, email etc.
  • Feedback system was enabled in order to track services provided by agents to customers.
  • Comprehensive reports were developed to check the article usage and views in order to provide better search for end customers.

Benefits

  • Usage rate on customer portal increased which in turn decreased the enquiries on the incidents for the agents.
  • Consistent and seamless appearance of the Portal across all the devices, i.e. Desktop, Laptop, Mobile, Tablet for each and every user
  • Agents performance can be tracked now based on services provided to their end customers.
  • Setting up the knowledge base has reduced 40% workload to client.

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