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Live Chat Benchmark Data & Best Practices for Financial Services & Banking

Comm100

Because of this, today’s clients are likely to judge the customer support from their bank by comparing it to other experiences like paying a phone bill online or ordering food on a delivery app. So how can financial services and banking deliver the best live chat support? Wait times are key to any customer service team.

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Service Standards and Service Excellence….are Not the Same Thing!

Up Your Service

Customer service reps, bank branch employees, retail salespeople, call center staff and distribution and delivery functions all benefit from clear standards for service. Standards are also commonly applied to technical support roles and shared services. Standards can also support your brand.

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Self-Service for Contact Center: The Definitive Guide

NobelBiz

Research from Benchmark Portal found that, on average, 15% of customer inquiries are handled through self-service. Almost all banks worldwide have implemented IVR systems to allow customers to access their accounts and perform transactions without speaking to a live agent. You guessed it; it’s money. Here’s the simple math.

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25 Call Center Leaders Share the Most Effective Ways to Boost Contact Center Efficiency

Callminer

Going from 50% first time resolution to 100% first time resolution might sound like a great target, but getting to 60% is already a 20% improvement over the benchmark. And if done through an app (such as the bank’s mobile banking app), the voice recognition can also be tied to the device ID of the user. Scott Nazareth.

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Contact Center Technologies 2017: find out what 23 experts say

RichCall

Check out what recent reports and experts suggest, and take part in a contact center benchmarking survey to get more accurate data on the current contact center trends. Global Contact Centre Benchmarking Report, Dimension Data 2017. Dimension Data’s 2016 Global Contact Centre Benchmarking Report, © Dimension Data 2013-2016.

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Top 51 Customer Service Leaders – Best Customer Experience Influencers

Netomi

She is a leading expert on customer relationship management (CRM) and customer service strategies, maturity, benchmarking, governance, and ROI. Having spent the first decade of this career managing a complex technical support environment for Occupational Health and eLearning software, Nate transitioned to Customer Experience 2015.

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What’s the Catch? — 11 Hidden Pitfalls of Your Favorite Customer Engagement Tools

Comm100

Paid technical support (Hubspot) — From troubleshooting to making changes to the software, paid technical support can add extra dollar signs to what was once an innocuous bill. Give yourself time to organize and learn how to use the software without breaking the bank by starting with a more modest plan.

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