Digital Customer Service

Digital Customer Service Tools for Financial Institutions

Looking for a solution to improve digital customer service? Unblu Conversational Platform for Financial Services makes every customer conversation count.

Enhance your customer service with digital tools

Digital customer service tools allow support teams to offer a more personalized and convenient customer experience, increasing satisfaction and boosting sales. 

  • Conversations that count

    Chat in real-time using tools like live chat, secure text messaging, and video and voice calls. Enhance your conversation with co-browsing or use chatbots to provide advice in a conversational context. 

  • An omnichannel experience

    Integrate online and offline channels. Digital tools provide the perfect pivot between e-banking and the in-branch experience. They create a hybrid service, combining the best of human and high-tech. 

  • A seamless journey

    Digital tools ensure a seamless customer journey. Chatbots, for example, can help with simple inquiries while features like co-browsing provide personalized guidance just when the customer needs it most.

Design Customer Journeys that fit your customer needs.

Self-service and human advice

Chatbots and live chat work together. Customers can begin by talking to a chatbot but transfer to speaking to a human advisor on live chat for more specific help and added reassurance.

Video & audio call

Video call allows banks to connect with customers in real time, empowering them to build relationships and accelerate sales. Customer having a bad hair day? Switch to audio call instead.

Co-browsing and screen sharing

Screen-sharing offers a basic visual context to problems. Co-browsing takes it to the next level. Joining customers in their browsing session, advisors can collaborate with them and guide them through transactions.

Implementing digital tools: automation and human advice

Chatbots offer prompt support to customers with low-stakes queries about everyday transactions such as paying a bill or transferring money. This frees up advisors to focus on more complex issues.

In retail banking, tools like live chat and secure text messenger mean advisors can offer help in the natural and intuitive context of a conversation, and at the customer’s convenience.

Co-browsing and video chat provide an extra level of support for high-stakes private banking queries or complex insurance-related concerns. They offer guidance and additional reassurance whenever a customer needs it.

Digital tools improve lead generation with chatbots able to initiate a conversation that can turn visitors into potential leads. These can then be passed on to sales agents to follow up.
 

Digital customer service tools benefits

  • Build trusting relationships

    Combining technology and person-to-person interaction, tools like secure text messaging offer both convenience and the reassurance of talking to a real person, allowing banks to build trusting relationships with customers.

  • Save time

    Digital customer service tools help support teams solve problems faster. Live chat, for example, allows quicker responses to queries while co-browsing provides a visual context to aid advisors in resolving issues.

  • Reduce customer support costs

    Chatbots can partially ease the workload of advisors while features like co-browsing help resolve problems faster and more efficiently. The overall effect of implementing these digital tools? Reduced support costs.

  • Automate processes

    Canned responses and macros on live chat reduce reply times. Chatbots provide further automation while retaining that crucial human element as customers can transfer to an advisor whenever they choose.

  • Generate more qualified leads

    Digital tools generate leads. Live chat and chatbot technology offer more opportunities to connect with customers. These touch points can help maintain interest, leading to more qualified leads.
     

Unblu's digital customer service solution for financial services

Unblu’s digital customer service solution empowers financial services to offer an enhanced customer experience. An experience that is faster, more personal, and more pleasurable, increasing satisfaction and accelerating sales.

Learn more about leveraging digital tools to boost business by booking a demo today, and we will reach out to help.

More about Digital Customer Service

  1. Co-browsing and security: what financial services need to know

    Co-browsing and security: what financial services need to know

    Co-browsing allows banks to offer advice remotely to customers. Advisors can join customers in their browsing sessions in real time. Together, they can browse the web, applications, or documents, and the advisor can guide the client through co…

  2. What is a digital bank: trends and tools for 2020

    What is a digital bank: trends and tools for 2020

    Today’s consumer expects efficiency and convenience. Banks need to adapt, stepping up and offering them a streamlined online experience. Going digital improves conversion rates and response times and reduces support costs. But to maintain sati…

  3. 7 customer service trends in digital banking

    7 customer service trends in digital banking

    Consumer demands have evolved in recent years. Today, the customer wants convenience, speed, and efficiency - and digital channels can fulfill this demand. Chatbots are just one example. 43% of customers now deal with their banking problems by…

  4. What are the best use cases for chatbots in banking?

    What are the best use cases for chatbots in banking?

    The boom in automatic solutions shows no sign of stopping and artificial intelligence is beginning to play an increasingly important role in banking customer service. One example is the rise of chatbots - or AI conversational interfaces. Many …

See all Blog Articles

Fact Sheet

Download a PDF version of our Product Guide

Product Guide