WhatsApp as a new support channel to bolster the contact center
Instant messaging boosts customer satisfaction and contact center productivity
To reduce the volume of contact requests from bank customers, the bank wanted to offer WhatsApp as a new, familiar customer support channel. Chatbots should improve the response time for bank customers and, on the other hand, reduce the bank’s costs.
High customer satisfaction
Instant messaging boosts customer satisfaction
Instant messaging
Customers receive an answer 24/7 through the chatbot
Reduction in agents’ idle time
A permanent gain in operational efficiency
Challenge
Reduce contact query volumes by offering WhatsApp as new customer support channel
- Direct non-transactional customer calls about mortgages and personal loans initially to a chatbot to improve response time and reduce costs
- Optimize customer experience by leveraging the familiarity of WhatsApp to offer a new support channel
- Analyze customer communication using natural language processing
Engagement
End-to-end project covering use case identification/prioritization, proof of value, strategic conversational architecture, design, implementation, integration and deployment
- As a result of an ongoing collaboration at Bankia’s AI lab, GFT proposed WhatsApp as a potential customer channel
- The aim was to automate regular customer service inquiries about mortgages and personal loans, with optional human backup when needed
- GFT worked with the bank to implement a WhatsApp Enterprise chatbot agent capable of offering mortgage simulation and property valuation and to transfer the chat to a customer support agent when needed
- The solution uses Hubtype and Dialogflow
Benefit
A permanent gain in operational efficiency and customer satisfaction improved
- Contacting the bank is easier than ever for customers and prospects
- Reduction in agents’ idle time, allowing them to answer queries in an asynchronous channel familiar to customers
- Zero abandonment rate, as all cases are attended to and customers receive an answer 24/7 through the chatbot, even when the contact center is unavailable
- High levels of customer satisfaction with an average of 9.1 stars (out of 10)
- Bankia has taken this opportunity to increase customer engagement and grow the lifetime value of its customers
