How collaboration tools improve customer satisfaction in banking

As the team manager at a bank contact center, you want your team to excel, offering your customers the best, most consistent experience and efficient service possible.

This is why you keep a close eye on internal KPIs such as Average Handling Time and First Contact Resolution. Not only do they directly correlate with customer satisfaction, but they can also give you valuable insights into your team’s performance and even their own satisfaction.

You believe in your team. You are confident that they are well trained, try to foster positive customer interactions, and genuinely want to provide personalized experiences.

And yet, the KPIs don’t reflect what you think they should be. When compared to industry benchmarks, they are falling short, even for the strongest and most experienced members of your team. And that’s without mentioning poor customer feedback.

As you write your quarterly reports, you’re beginning to feel frustrated or perhaps even nervous about how it will be perceived. The numbers don’t reflect what you or your team is capable of and it doesn’t seem fair that your dedication isn’t paying off.

Something isn’t working and you will have to make a change. But developing new customer support strategies doesn’t feel like the correct approach – surely what you have in place should be working. You have the team and the knowledge to help banking customers so there is no reason it should be this difficult.

Elevating the quality of service

If any of the above sounds familiar, it’s not a coincidence. This is a common problem that we see here at Unblu, and it’s one that we are dedicated to solving.

Advanced technologies have changed the game and customers want a seamless experience even for complex issues. In short, the fact is that customer expectations have evolved dramatically over the last few years and meeting them is more challenging than ever before.

But there’s no reason it should be.

If you have a strong, well-trained team that you believe in – but something isn’t working – the chances are that you are missing one key element to improve the customer journey. Specifically, this means enhancing your team’s ability to collaborate with Co-Browsing, which has been proven to help customer service representatives to reduce Average Handling Time (AHT) by 40% and increase First Contact Resolution (FCR).

What is Co-Browsing?

We have spoken about Co-Browsing before. But in short, this collaboration software allows agents to visually guide your customer base through complex processes in real time, reducing the need for prolonged explanations and multiple follow-ups.

When on a call, during a live chat, or on other digital channels, the agent can launch a Co-Browsing session. This means that the customer and the agent can navigate, scroll, write text, share information and highlight areas of interest anywhere on the web, or on a mobile banking application – and all in real time.

As a result, agents are able to literally show customers what they are talking about, avoiding the long, confusing conversations where customers need to be guided through online platforms just by voice.

This tool can have a number of benefits both for customers and agents.

Average Handling Time (AHT)

First Contact Resolution (FCR)

Proactive education

By guiding customers through processes such as updating account details or using new features, agents equip them with the knowledge to handle similar potential issues independently. This builds long-term confidence and reduces dependency on customer support.

Increasing customer satisfaction

Enhanced customer satisfaction translates into higher Net Promoter Scores (NPS) and stronger customer relationships, which are key drivers of long-term growth. By integrating tools like Co-Browsing into their support strategy, financial service providers can stay ahead in an increasingly competitive market.

Continuing with insufficient tools

Regardless of how good your team is, unless you provide them with the necessary tools, they won’t be able to do their job. What’s more, if you don’t take the right steps now, it will be particularly challenging to overcome any unforeseen crisis situation that can happen with digital transformation initiatives.

Take for example the scenario when an ebanking migration hasn’t gone as smoothly as you would have hoped. This happened TSB in 2018, resulting in fines and an ongoing nightmare for the customer service team.

If you are already operating with less than optimal tools, it is essential that you take the steps now to update your collaboration software and implement it.

Not only will it help protect you during crisis situations, but it will also go a long way in reversing the long handle times, customer complaints, and employee frustration you are already experiencing.

Co-Browsing success stories

A seamless integration of collaboration tools like Co-Browsing into your organization, you can join top global organizations that have achieved an exceptional banking experience.

For example, traditional banks including Deutsche Bank, BNP Paribas, Crédit Agricole, and PostFinance have achieved a seamless service and remarkable results with our collaboration tools. In the case of PostFinance, they were able to unify customer inquiries, which led to a reduction in handling times while boosting satisfaction levels.

Likewise, Crédit Agricole saw incredible results, with an uptake of 80% in customer onboarding completion thanks to Co-Browsing.

Let’s take the first step together

As customer demands change, providing a positive customer experience across customer touchpoints becomes ever more important.

Actionable insights into customer behavior suggest that the speed and ease of the user experience is essential to ensure ongoing satisfaction. Providing customers with their preferred channels is just one aspect – the bank employee being available to provide the personal touch is what separates good service from great.

Our collaboration tools empower your team to provide a customer-centric approach that elevates the banking experience, whether on mobile devices or on the online banking platform.

By setting up a quick, 15-minute call with us, we can begin the conversation and identify opportunities for you to provide an excellent service.

Want to become technology partners? Don’t delay – contact us now to provide an exceptional service that boosts customer retention rates.