Case study
Improved online application process
boosts customer happiness and conversions
Case study
Improved online application process
boosts customer happiness and conversions
Summary
An international bank came to us with a challenge (which we love!). Its lengthy online account application process was taking too long for customers to complete and sales were being lost as a result. At the same time, occasionally there were fully trained agents in its contact centres waiting for the next call to arrive. Opportunity? Oh yes.
ContactPartners worked with the bank to create a streamlined online application process that could make use of this available resource for a better customer experience by gathering only vital customer information before being passed to a waiting human to continue the sales journey. The shorter form option was a roaring success and did wonderful things for the bank such as boost conversion rates by more than 38%, increase application volumes and improve NPS.
Highlights
Application volumes increased due to fewer people abandoning
NPS improved
Conversion rates increased by over 38%
75% reduction in time taken to complete application
Contact centre agents utilised during periods of lower call traffic
The bank can provide the option of a shorter version of its account application form when contact centre resources are available – meaning less customer effort
A fully mobile optimised account application process
More motivated and engaged customer service team
Summary
An international bank came to us with a challenge (which we love!). Its lengthy online account application process was taking too long for customers to complete and sales were being lost as a result. At the same time, occasionally there were fully trained agents in its contact centres waiting for the next call to arrive. Opportunity? Oh yes.
ContactPartners worked with the bank to create a streamlined online application process that could make use of this available resource for a better customer experience by gathering only vital customer information before being passed to a waiting human to continue the sales journey. The shorter form option was a roaring success and did wonderful things for the bank such as boost conversion rates by more than 38%, increase application volumes and improve NPS.
Highlights
Application volumes increased due to fewer people abandoning
NPS improved
Conversion rates increased by over 38%
75% reduction in time taken to complete application
Contact centre agents utilised during periods of lower call traffic
The bank can provide the option of a shorter version of its account application form when contact centre resources are available – meaning less customer effort
A fully mobile optimised account application process
More motivated and engaged customer service team
Here’s the thing:
We can’t release the name of this major European bank because the organisation has a strict non-endorsement policy. We can tell you that we were delighted to work with the bank on this project and are pleased to share the details of its success with you.