Financial Services & Insurance add | email to a friend

In financial services, consumer adoption of online banking and use of the web for service inquiry continues to increase. With more transactions, sales and service interactions continuing to shift to the Internet, a firm's opportunity to influence customer perceptions about brand, net promoter score, loyalty and advocacy will increasingly occur online too. These same observations are applicable for institutions that provide insurance services and products.

But many web sites and agent interaction tools are not designed using a customer centric process and as a consequence users cannot find relevant content and information quickly. The resulting frustration causes consumers to either leave and go to a competitor's web site or re-connect in a more expensive channel - email, phone or branch. This is further compounded by a general lack of consistency in information provided by various interaction channels, both assisted and self-service.

The IntelliResponse Instant Answer Agent allows your firm to put all of the expertise of your most knowledgeable and valued employee at the front door of the Internet, or at the fingertips of your sales and service agents. As a result, firms such as yours are able to better service growing query volumes, drastically reduce incoming emails and identify valuable cross-channel interactions - while responding with the "One Right Answer".

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