“We’ve found that investing a bit more handle time on a single interaction can pay significant dividends in customer happiness and long-term team-level productivity.”

“Incorporating Live Chat and Co-Browsing has transformed our ability to deliver a more efficient and higher-quality service experience. Making these digital channels available in addition to the physical ones is one of the ways in which we express our closeness to customers.”

“Agents are able to take video calls, phone calls, or exchange Live Chat messages with customers who are in the branch. Not only has there been a smooth transfer of in-branch tasks to our digital service, but customers are more willing to accept the new design because of the digital components.”

“Excellent customer service creates a baseline that makes all cross-sell or upsell opportunities possible and an omnichannel approach is essential to achieve this. We need to be where the customer wants to interact and provide a variety of options based on preference. This is what Unblu helps us to do.”

« A significant amount of remote interactions could lead to creating more value. Unblu’s collaborative tools will help us drive remote sales and consultancy services. »

« Our combination of Chatbot and Live Chat has proven quite successful over the last years. The introduction of asynchronous messaging will give our organization an even stronger edge to increase client satisfaction. »

« Unblu is only one piece of our digital portfolio, but one with a big impact. I would never like to work without Unblu again »

UNIVERSAL BANKING

Next Gen Mobile Video Banking Service goes live in Qatar

Qatar Islamic Bank has deployed Unblu mobile collaboration capabilities to support their clients around the globe. With Unblu’ Video & Voice, Chat and Mobile Co-browsing capabilities added to QIB mobile App, clients will be able to benefit from a Video Banking service. Currently available when a customer applies for instant finance, it will be rolled out to cover other products and services in the future.

« Video Banking is another market-first for QIB, which merges the online and offline world, taking our digital customer experience to a new level. Digital innovation and customer-centricity are core components of our business strategy and mission to revolutionize the banking scene in Qatar and beyond »

“Sometimes customers have questions they are not quite sure how to formulate. This is why we offer co-browsing”

The bank’s main concern over the last few months has been to protect our investors’ assets, and once this objective has been achieved, we now seek to be closer to our clients. We want to be able to offer them the same quality of service that they are used to, even if the channels we have to use are different.

Using Unblu’s Conversational Platform, we can provide our clients with a way to support and guide members at every step of their digital journey.

RETAIL BANKING

Lowering support costs whilst increasing customer satisfaction

KB serves 1.6 million customers across Central and Eastern Europe. The bank’s goal is to differentiate its offerings with unrivalled customer support and financial advice.
Using Unblu ’s Co-Browsing, the bank introduced the human touch to digital channels, turning a self-service interaction into a personal exchange and the potential for additional revenue.

« As a key part of our digital banking initiatives, Unblu’s co-browsing has enabled us to provide unrivalled customer support, allowing our customer care and financial advisors to reach “through” the screen and be right there alongside our customers, whenever and wherever they need us ».

The tool is excellent. Data fields with sensitive information are redacted so customers feel that their information is secure.