Stand out with a more valuable customer experience.
Forrester links customer experience (CX) to greater loyalty and revenue growth across industries.1 Yet 40% of financial services and insurance (FSI) companies struggle to keep up with changing customer expectations and behavior.2 It’s time to pull ahead of the pack with smarter engagement.
1Forrester, CX Index: Better Customer Experience = Higher Revenue Growth, 2017.
2Econsultancy/Adobe, Digital Intelligence Briefing: 2017 Digital Trends in the Technology Sector, May 2017
For financial and insurance organizations, improving the customer experience enhances customer loyalty, helps you acquire new customers at a lower cost, and increases cross-sell opportunities of other products or services.3 That’s a lot of upside to unlock—and AI-powered self-service, seamless bot-to-agent transitions, and better customer insights are the key.
3Kantar, CX+: The Experience Advantage, 2018
The truth is, there’s no lack of options when it comes to FSI products and services. If your customer doesn’t have a positive experience with your company, they can easily find another to do business with. So how do you pull ahead of your competitors? This is where a better customer experience really counts.
Bold360 empowers your business to engage with your customers on their terms while also creating more personalized experiences across the board. AI-driven engagements constantly feed you insights into all aspects of your customer’s journey and automatically fuel richer customer profiles. From self-service to agent-assisted channels, you’re able to provide a more meaningful customer experience that treats every customer as truly valued.
Companies using self-service enjoy 71% greater annual improvement in customer satisfaction rates, retain 76% more of their clientele, and have a 6x greater annual improvement in customer lifetime value.4
Whether it’s a dynamic search bar or a conversational chatbot, Bold360’s self-service capabilities enable your customers to quickly find the information they need on their own. What’s more, by deflecting routine inquiries like, “What’s my account balance?” or “How do I submit a claim?”, agents can spend more time focusing on high-value inquiries that require more time and hands-on support.
4Aberdeen, Self-Service: Create Happy Customers & Reduce Costs, January 2018
Bold360 chatbots are natural conversationalists. They interact with customers using natural human language and answer routine queries without agents’ help. But that doesn’t mean they only work alone. As the industry's most tightly integrated agent and bot solution, Bold360 also works behind the scenes to help agents as they engage customers in one-on-one, high-value conversations. And if a customer begins with a self-service interaction before speaking to an agent, the Bold360 chatbot ensures a seamless transition, so customers don’t have to repeat themselves.
Enhancing the customer experience requires understanding what your customers are looking for and where they’re experiencing friction. Bold360 gives you direct access to the real-time data you need to improve any part of the customer journey in real-time. See exactly what your customers want to know and where they want to know it for a clear view of the customer journey. Use these insights from AI-driven engagements to constantly fuel your CX strategy.
Customer satisfaction score
Resolution on more than 2M monthly interactions
Reduction in call volume
Discover smarter, more personalized engagement.