Tag: customer relationships

Eastern Bank Launches Smart ChatBOTs to Supercharge Their Online Banking

Research Desk

Charged with enhancing the digital banking experience for its customers, Eastern Bank’s head of customer service originally thought that mandate meant heavy development work, months of implementation time and a big bang style launch. But by partnering with Vee24, Eastern Bank was able to launch chatbots for targeted, relevant use cases such as online appointment booking in a matter of days.

These AI-powered chatbots proved critical for providing seamless, remote customer service during the spring of 2020 – one of the most challenging times for the bank and for the banking industry as a whole. Then and now, the bank is enhancing its reputation for outstanding customer relationships.

Since implementing Vee24’s live engagement Eastern Bank has seen:
• 33% reduction in the time to resolution by customer service chat agents
• 17% of customer journeys fully handled by the chatbot
• 35% of online appointments for in-person banking scheduled with the chatbot

And, the results continue to improve as the chatbots ‘learn’ and their use expands.

Find out more by downloading your complimentary copy.

Video Banking: How visual engagement and real-time collaboration are building trusted banking relationships online

Research Desk

Video banking brings the in-person, bank branch experience to the customer – safely and, with the right technology, securely – anywhere, at any time, from any device. Video banking leverages video chat technology to facilitate a face-to-face, two-way conversation between a banking professional and a customer over the Internet. Video chat is synchronous communication – it all happens in real-time, with no delay. This visual engagement technology allows for real-time collaboration using screen sharing, cobrowsing, co-form fill, and secure file transfer.

Video banking is a way to engage customers and provide services that is uniquely suited to the changing behavior of today’s consumers and the restrictions of the current environment. The benefits of video banking include:

  • Engaging customers at their convenience
  • Providing customer service faster and more efficiently
  • Increasing customer acquisition and expanding banking relationships
  • Moving bank processes to become more customer-centric
  • Increasing customer loyalty, building valuable customer relationships

Empower Sales with End-to-End Digital Workflows to Increase Win Rates & Retention

Research Desk

Business-to-business buyer journeys can be complex, demanding digital strategies similar to busines-to-consumer approaches in order to help sales organizations execute in the digital era. Customers will no longer accept a friction-filled customer journey with tedious and inefficient manual processes. The pressure to deliver differentiated customer experiences is essential as many organizations face significant disruption, such as the shift to subscription models and the ensuing focus on longer-term customer relationships.