Expivia

OCTOBER 27, 2020

We can look at speech analytics to see how much silence there is. Are you making your reps be in after-call work meaning, is there excessive memo-ing, excessive work that needs to be done on an account when sales are done? Thank you for calling XYZ Bank, my name is Tom, how can I help you today?” Hold time should be almost zero.

Upselling 97

Upselling Banking Scripts Interactive Voice Response 97

Avaya

NOVEMBER 8, 2017

So, how will the bank branch be impacted? We have an idea of where bank branch digital transformation is headed…. In 2016, Ernst & Young introduced its Banking Relevance Index (BRI), designed to measure the importance of traditional banks to customers’ lives. But this hasn’t stopped demand for traditional banking.

Banking 40

Banking Multichannel Customer advocacy Upselling 40

TechSee

SEPTEMBER 24, 2019

If Customer Service has not yet resolved a customer’s issue, a planned upsell should be delayed. Customers trust banks that are in the top quartile of delivering consistent customer journeys 30% more than banks in the bottom quartile. If Sam was a VIP once, he should be a VIP next time too. Was that a good customer experience?

Customer Experience 150

Customer Experience Self service Analytics Banking 150

Pointillist

JULY 25, 2018

By Swati Sahai Companies are increasingly benefiting from customer journey analytics across marketing and customer experience, as the results are real, immediate and have a lasting effect. Learning how to choose the best customer journey analytics platform is just the start. Steps to Implement Customer Journey Analytics 1.

Analytics 43

Analytics Metrics Government Journey mapping 43

aircall

JANUARY 6, 2021

The financial services industry includes more than just banks. Tax and accounting services. After a period of declining economic activity, the central banks tend to drop their interest rates to ignite economic growth. Banks and other companies that offer financial services generally offer many of the same products and services.

Sales 62

Sales Banking Call Center Upselling 62

JivoChat

MAY 26, 2021

Other m-commerce examples include purchases made in proprietary apps, like Amazon’s mobile app, as well as online banking. Mobile banking. Another growing type of m-commerce is mobile banking, which allows customers to access their accounts and make a transaction from their phone. Mobile app payments. Source: Statista.

Banking 52

Banking Chatbots Upselling Sales 52

Pointillist

SEPTEMBER 10, 2020

Take, for example, a customer desiring to move money from one account to another via their mobile phone. In contrast, organizations that use a journey-based approach can take a much more comprehensive set of behaviors into account—including inaction in a parallel Device Activation Journey. Unfortunately, many enterprises under deliver.

Personalization 128

Personalization Interactive Voice Response Enterprise Upselling 128

Lumoa

AUGUST 8, 2023

According to Gartner research, leveraging the data obtained from direct customer feedback can increase the chances of upselling and cross-selling by 15-20%. Lumoa’s intuitive interface and text analytics allowed everyone in the company to better understand customer sentiment, making NPS a more accessible and successful KPI.

Surveys 83

Surveys Feedback Banking Best practices 83

Pointillist

MARCH 20, 2019

Cross-sell/Upsell Customers who are delighted with their experience spend more with a business by buying additional products and services. Let me explain through the example of a retail bank ‘A’: Bank ‘A’ receives 4 million calls annually in its customer care center, accounting for a huge chunk of its total expenditure.

Customer Experience 59

Customer Experience Banking Metrics Analytics 59

Comm100

OCTOBER 19, 2022

This is a verification of an individual’s identity if they make a transaction or if the bot needs to access a bank account during the chat. #3 Sentiment analysis comes in handy when you examine brand monitoring, market research, product analytics, and customer service. 8 Chatbot Analytics. Personal Scan.

Chatbots 86

Chatbots APIs Analytics Upselling 86

Lumoa

NOVEMBER 29, 2021

Insightful analytics is possible with modern technologies such as Lumoa that have machine-learning-based text analytics. Most organizations, that receive large amounts of customer feedback data, can buy text analytics solutions that help in making sense of the data and transform the chaotic customer voice data into structured info.

Customer Experience 103

Customer Experience Metrics Feedback Banking 103

CSM Magazine

JANUARY 4, 2023

QR codes’ affordability makes them the perfect tool for small businesses and startups looking to get a leg up on customer experience without breaking the bank or straining their resource capacity. These codes can provide a wealth of analytics on customer behavior, such as how many customers have used the code and how often.

Customer Experience 52

Customer Experience Analytics Upselling Banking 52

JivoChat

JULY 25, 2021

With this information, agents can easily upsell, cross-sell, or share special offers with loyal customers. This app helps B2B customers manage their own accounts. Account details. With features like page analytics and A/B testing, you can use plugins to refine your marketing strategies across all platforms. Key features.

Sales 52

Sales Accountability Upselling B2B 52

JustCall

FEBRUARY 25, 2020

A well-stacked tech stack for financial services should comprise key categories like Communication, Helpdesk and Shared Inbox, Accounting, CRM and Product Management. For instance, updating clients regarding accounts and transactions, newly introduced features of the product in the market or new investment opportunities. Communication.

Finance 59

Finance CRM Accountability Sales 59

JivoChat

JULY 29, 2021

Online banking and investment companies would probably put privacy and data security at the top of their “must-have” features. To get the most out of your AI chatbot, make sure it can integrate with the platforms you use every day — your content management system, your e-commerce store, and, of course, Google Analytics.

Chatbots 52

Chatbots Sales APIs Enterprise 52

Lumoa

JULY 10, 2018

Insightful analytics is possible with the modern technologies such as machine-learning-based text analytics. Most organizations, who receive large amounts of customer feedback data, can buy text analytics solutions which help in making sense of the data and transform the chaotic customer voice data into structured info.

Customer Experience 121

Customer Experience Metrics Banking Feedback 121

Pointillist

JULY 5, 2019

The most advanced CFM platforms now contain text analytics capabilities or integrate with third-party solutions. Customer journey analytics is a breakthrough technology that provides the power to look across millions of actual customer journeys spanning numerous touchpoints, channels and time periods.

Analytics 45

Analytics Feedback Surveys Enterprise 45

JivoChat

JUNE 9, 2021

In fact, between 2018 and 2023, chatbots are expected to save companies in the retail, healthcare, and banking industries $11 billion. After the leads are qualified by the chatbot, a customer service agent or account executive can follow up. Upsell and cross-sell. Conduct surveys. Source: Jenny. Source: Jenny.

Chatbots 52

Chatbots Marketing Upselling Surveys 52

Netomi

FEBRUARY 28, 2022

We] combine this qualitative understanding with insights from the analytics team and work with product teams and engineering to design the best solutions, improve processes, and prevent issues,” she said. She has previously held marketing and CX roles across various industries, including life insurance, banking and hospitality. .

Chief Customer Officer 64

Chief Customer Officer Customer centricity Technical Support Contact Center 64

Enghouse Interactive

JULY 10, 2018

In the hustling world we live in, the sense of community is exciting in the world of banking. Making significant changes to an account. Use journey analytics to drive better experiences. What are journey analytics? Journey analytics give you the opportunity to understand and engage with your members in a personal level.

Self service 40

Self service CRM Contact Center Analytics 40

CustomerSuccessBox

FEBRUARY 28, 2022

Because a net retention rate above 100% means you are excelling in receiving repeat purchases, upsells, cross-sells, and expansions. It shows that any acorn can turn out to be a larger account as it started from an acorn. They have infinite runaway by still having $840 M in the bank. Companies with Good Net Retention Rate.

SaaS 52

SaaS Best practices Enterprise Customer retention 52

OctopusTech

SEPTEMBER 9, 2023

For example – Some of the industries that are benefited from using call center services include – Accounting IT and Communication Marketing Manufacturing Tour and travel Banking, Insurance, and Finance Why Companies Should Invest in Call Center Outsourcing? In addition to this, they are also trained in upselling techniques.

Best practices 62

Best practices outsourcing Call Center virtual call center 62

Comm100

AUGUST 21, 2018

Like with any new initiative, there are a series of considerations that organizations should take into account to ensure this endeavor goes according to plan. As Forrester notes in their 2016 report, How Analytics Drives Customer Life-Cycle Management , “Every customer interaction leaves a trail of customer data waiting to be analyzed.”

Metrics 40

Metrics Chatbots Average Handle Time Wait times 40

Comm100

AUGUST 21, 2018

Like with any new initiative, there are a series of considerations that organizations should take into account to ensure this endeavor goes according to plan. As Forrester notes in their 2016 report, How Analytics Drives Customer Life-Cycle Management , “Every customer interaction leaves a trail of customer data waiting to be analyzed.”

Metrics 40

Metrics Chatbots Average Handle Time Wait times 40

OctopusTech

NOVEMBER 15, 2022

With its in-built reports and analytics features, you can study and analyze the behavior of your customers and also obtain detailed information about your sales and profits. Sign up to create a Shopify account. The first step you need to perform is to create a Shopify account on Shopify.com by clicking on start free trial.

Engineering 12

Engineering Accountability Sales Marketing 12