Customer self-service

Service has become one of the few possibilities for financial institutions to distinguish themselves from their competitors.

Customers demand a state-of-the-art service on all channels.

Nowadays, many clients hardly visit there bank office because the website offers them all necessary services. Services like online banking stopped being a usp a long time ago, and are taken for granted. But, if customers cannot perform their payments online, they’ll contact the customer Service Desk. When Service Desk staff has information on what exactly a customer saw on their screen, and so why a transaction couldn’t be completed, they can easily turn an unhappy customer in a satisfied one.

Bank's online experiences are a problem

This visual of a Forrester Research study* shows how banking executives themselves answer the question: "How often do you think that your company meets or exceeds customer expectations during the following types of interactions?"

What can real-user monitoring do for your customer service?

An interesting example is that of a Dutch investment company. Their customers can buy and sell stocks online free of costs. However, if they want to do it offline, calling in to the customer Service Desk, they need to pay transactions costs. But, what happens if they call and don’t want to pay these costs claiming they weren’t able to perform the transaction online?

Because this company implemented a real-user performance monitoring tool, they can easily solve these kinds of complaints. When clients are right in their claim, they don’t pay the transaction cost. And, if prices have changed between trying to buy or sell online and calling the Service Desk, clients get the transaction for the price they had on their screen while performing the transaction. That’s really service on high value transactions!

UXinsight, your solution

UXinsight captures all details of every single interaction. With UXinsight, you can do a complete visual replay of what a customer viewed on your website, and which actions they performed on each page. This 100% visibility in the experiences of your online users enables you to effectively respond to any issue affecting customer service.