The financial services market is one of the largest sectors in the world, responsible for dealing with all of our banking, investment, and payment needs.
According to studies, the financial services global market is growing by 9.9% every year. Aiming to grow with this trend, companies within this sector are rapidly investing in technology to stand out from the crowd, enhance CX, and build customer trust.
Let’s explore just some of the ways CX innovators can achieve these goals by sharing stories of how those in the finance sector have recently implemented new technology systems.
1. Talkdesk and PaySimple
Launched in 2005, PaySimple offers a host of billing and payment solutions to more than 17,000 businesses daily. With PaySimple, companies can accept easy payments anywhere, at any time, which makes it simpler to manage ongoing cash flow. Unfortunately, PaySimple struggled to deliver excellent customer service due to a flawed contact centre solution.
The PaySimple contact centre technology wasn’t user-friendly and was often described as outdated and unreliable, resulting in lost revenue and poor customer experience. Fortunately, with Talkdesk, alongside key integrations from Slack and Salesforce, PaySimple enhanced its contact centre operations, taking them to the next level. Read the full case study here.
2. Avaya and Canon Financial Services
Canon Financial Services is responsible for managing hundreds of enquiries from dealers and customers related to leasing for printers, copiers, high-end cameras, and medical equipment. According to Canon, the agents in this area act as the faces of the business, dealing directly with customers and influencing their perceptions of customer experience.
To stay ahead of the curve in an evolving customer service market, Canon Financial Services decided to implement a new level of self-service support for clients. To accomplish this goal, the company worked with Avaya on a comprehensive plan, tying in crucial data and creating an easy-to-navigate IVR solution. You can learn more about the journey here.
3. Twilio and Chime
Twilio is one of the biggest companies in the world for CPaaS technology and CX innovation, known for working with a wide range of innovative companies. So, it was the natural choice when Chime, the US challenger banking provider, decided to update its CX strategy. The Chime team leveraged Twilio’s programmable messaging APIs and implemented tools to build a personalised IVR solution through Twilio Studio.
The flexible integration that Twilio provided, along with its exceptional ease of use, enabled the quick installation and optimization of the technology. The team even created an integration with a platform for A/B testing, allowing for fast experimentation and real-time insights when connecting the customer data pipeline for overviews of customer trends.
4. Genesys and DNB
DNB, the largest financial services group in Norway, strives to be the best in the world at offering excellent customer service experiences. As such, evolving its contact centre technology architecture was crucial. With the Genesys Multicloud CX solution, the company did so while leveraging AI to drive better experiences for users.