Solving issues in a matter of minutes

Founded in 1890, the SZKB operates 22 branches and employs 600+ people. The SZKB’s customers include private clients, small and medium-sized enterprises, and public corporations. Over the past years, the SZKB has consistently been recognized as one of the leading cantonal banks.

The SZKB decided to partner with Unblu to advance their digital services offering. Over the past years, this has been a major focal point for the bank. Moreover, the SZKB has also been looking to bring in new applications and support tools that improve the working conditions of employees.

30% of support calls leveraging Unblu

Average duration of a support call with Unblu

Reduction in call duration with Embedded Co-browsing

The solution

The SZKB call center is open from 8 am to 5/6pm during the week. Call center agents are responsible for answering incoming calls and emails. Unblu is best utilized when clients have a specific question about their e-banking space. Unblu is fully integrated with SZKB’s e-banking space and can be triggered by agents in a matter of seconds.

Once co-browsing is authorized by the customer, the agent will be able to see the customer’s e-banking space and which part they are pointing at. It usually takes 60 seconds (instead of 4 to 5 min before the Unblu implementation) for the agent to understand the issue and start guiding the client through the solution.

Unblu is triggered for a third of all incoming calls and allows the SZKB call center to achieve an average call duration of 5-6 minutes.