What’s one common issue that many financial institutions face that simultaneously:
- Raises average handle times (AHT)
- Lowers conversion rates
- Decreases both employee and customer satisfaction (CSAT)?
Disconnected service experiences.
The needs of financial services customers are complex, and often require extensive forms or complicated processes that support reps need to walk them through. If a rep is unable to see what the user is seeing, however, they’ll find themselves trying to blindly navigate the customer through a complex process with few context clues to work with. The result is an unnecessarily frustrating, slow experience for everyone involved that contributes to many roadblocks towards contact center success.
What’s one simple way to solve this issue?
Real-time visibility.
Giving support staff the ability to see what’s going on with a customer’s screen instantly opens up possibilities for better, faster, and smarter service experiences. Closing the gap between what the user and rep can see, shared visibility allows for an experience that isn’t slowed down by users needing to verbally explain their issues, or reps needing to guess what a customer can see with non-visual descriptions alone.
Real-time visibility can provide a number of different upgrades to the online service experience that solve a number of common problems and add new avenues for efficiency, ideally without a major overhaul of current call center technology.
Enhancing the Customer Experience
Enabling real-time visibility between representatives and customers allows for the kinds of personalized, seamless interactions that improves CSAT—and keeps customers coming back. When service staff can see a user’s screen in real time, they can tailor the interaction for the customer’s individual needs and avoid asking the customer to explain their situation at length.
Real-time visibility also allows for more frequent first-time issue resolution, as the representative can more accurately guide the customer through the experience. When a rep guides the customer to solve the issue, it reduces average handle time and leaves the customer feeling better prepared to help themselves with the same issue in the future.
Offering real-time visibility also helps boost CSAT: When reps can actually see the contents of the user’s screen and assist them more directly, it creates a more personal-feeling experience that feels less like calling customer support over the phone and more like having a representative there with you to help. It creates a better experience that builds a stronger relationship, and makes your customers feel important which leads to higher satisfaction and improves customer retention.
Empowering Representatives
Not only is real-time visibility good for the customer, but the representative will be equally satisfied with the faster, smoother interactions it creates. Being able to actively see a user and guide them through digital properties means reps can spend less time blindly navigating and guessing and more time actually helping customers.
Real-time visibility streamlines workflows by making interactions overall shorter and more productive. Shorter interactions means more customers served in the same time, vastly improving the output of a contact center.
Not only can reps provide better service in the moment, but real-time visibility can also better prepare reps to provide proactive service as well. Representatives can anticipate the needs of their customers better, and provide assistance for their specific needs before even needing to be asked. Customers benefit from reps who already know what issue they’re facing and are prepared to provide immediate assistance without a series of questions.
Further, representatives will be much more satisfied with their work when provided with more effective support tools. Being able to more easily help their customers and reduce any frustrating confusion will greatly improve morale and job satisfaction, which in turn helps to retain talented employees and provide better service experiences.
Driving Operational Efficiency
As mentioned, real-time visibility allows for a more efficient call center workflow, helping to optimize resource allocation and improve call center metrics. A contact center armed with real-time visibility is one that deals with less repeat callers, shorter overall interactions, and better performance from its support reps.
The largest, most obvious efficiency improvement from real-time visibility is likely Average Handle Time (AHT), which significantly lowers when reps are able to share screens with customers and visually guide them through complex processes. The time saved by avoiding unnecessary questions and enabling easier guidance helps to make each individual interaction shorter, leading to reps being able to serve more customers in any given work day and shorten customer wait times.
When reps are able to provide this more thorough, informed assistance, it also reduces the number of users who will be calling back later with the same issue. Visual context will allow for a more detailed explanation, and even demonstration of how to solve the issue for themselves in the future, further reducing wait times as more users become self-sufficient.
How to Score a Win-Win for Customers and Reps
When considering the benefits to the customer and employee experience, as well as the general efficiency boosts received, it is clear that real-time visibility is a must-have for any financial institution looking to solve many of the biggest shortcomings of their customer service experiences.
But what’s the best solution to help achieve this?
Glia’s Embedded Interaction Visualizer (EIV)
Glia’s EIV solution is directly embedded in the screen reps are already working on, providing a seamless, single-pane-of-glass experience. EIV eliminates the need for multiple clicks or toggling to different screens, streamlining the interaction process. It adds immediate context to any phone conversation by pairing offline phone calls with live web sessions where representatives can take advantage of Live Observation, CoBrowsing, screen sharing, video, and surveys. It makes real-time visibility only a click away and not buried underneath several windows.
EIV has already proven itself to be a powerful boost to any contact center, working to lower Average Handle Times, increase conversion rates, and boost CSAT among financial institutions. Not only does it allow for shared visual context via screen sharing, but EIV also allows for peer-to-peer CoBrowsing with shared cursors for seamless guidance through digital channels.
Financial institutions should explore the potential of real-time visibility, and they should do so with a solution that’s been pre-built for their industry. Request a demo and see the Embedded Interaction Visualizer in action for yourself.
