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App-Only and Digital First Approach for Branchless Growth

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Chat Success Rate

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SLA

Singapore’s largest financial institution launching app-only bank to cater for the massive and increasing rate of mobile-first millennial consumers in South East Asia.

Challenges/Opportunities

Digital First Solutions for Branchless Banking

Eliminate need of expensive and outdated traditional Voice based assisted Service

Reduce Total Cost of Ownership for contact center enablement

Improve SLA and Enhance Customer Experience

Benefits/Outcome

SLA improved from 70% to 86% within a month post solution implementation with concurrent chat handling capabilities

Chat success rates hit an all-time high of 94% with low volume of chats needing escalation to audio IP call for resolution

Low Abandonment Rates owing to intelligent routing and concurrent chat handling capabilities with reduced wait time of less than 15 seconds

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