Customers -- Financial Services

Moving Online Is A Matter of Dollars and Sense

This well-known global leader in consumer finance, and a pioneer in the mass marketing of credit cards, was handling a massive 60 million customer care calls a year. The company knew it was time to transition to online customer service. Unfortunately, early investments in making the transition yielded less than the hoped-for results.

The company came to [24]7 for help and we pitched in with an extensive audit that mined transactional and survey data to better understand consumer behavior, while also analyzing agent performance data. After that, we implemented [24]7 Online and [24]7 Assist for multiple journeys in sales and service. This helps anticipate and simplify customer “journeys” when interacting with the company and enables the company to learn more about its customers and their patterns of behavior.

This integrated journey-by-journey approach increased the company’s volume of online transactions six-fold in just six months. Customer satisfaction scores improved to 85%—a full 10% higher than scores relating to the voice channel. Digital First Contact Resolution (FCR) rates also weighed in 10% higher than those resolved over the phone. And best of all, over the course of six months, the new solution reduced the number of calls the company received by more than a million.