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Digibank India click-to-chat and call back

Tetherfi’s in-app customer engagement solutions are transforming Singapore’s leading financial services group operating across 18 markets to go digital and grow branchless in Asia. Tetherfi has helped the financial institution become a frontrunner in its digital transformation journey.

Challenges/Opportunities

  • Digital Transformation to transition from Development Bank to Digital Bank
  • Reduce dependency on expensive and outdated traditional voice assisted services to save costs
  • Grow branchless leveraging on digital channels for on-boarding and regular banking transactions
  • Customer realized the traditional voice assisted service getting outdated and expensive, with complexity of having Contact Centre infrastructure across different countries challenging.

Benefits/Outcome

  • Reduced cost as Single agent is able to handle both voice & chat channels when interacting with customers.
  • Customer is able to analyse through a graph the total number of chats answered , chats that are converted to call back & completion of chats.
  • Customer is able to get call back registered, assigned and AHT calculated.
  • Improved Customer Retention by converting unexpected drop chat to call back for contact center to reach back the customer.
  • Customer has found this platform cost effective after its implementation in one country and has now deployed it in Indonesia, Singapore.
  • Design has benefited in reducing server cost and at same time made it scalable across international branches.

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Tetherfi’s in-app customer engagement solutions are transforming Singapore’s leading financial services group operating across 18 markets to go digital and grow branchless in Asia. Tetherfi has helped the financial institution become a frontrunner in its digital transformation journey.

Challenges/Opportunities

Digital Transformation to transition from Development Bank to Digital Bank

Reduce dependency on expensive and outdated traditional voice assisted services to save costs

Grow branchless leveraging on digital channels for on-boarding and regular banking transactions

Customer realized the traditional voice assisted service getting outdated and expensive, with complexity of having Contact Centre infrastructure across different countries challenging

Benefits/Outcome

Round-the-clock branch banking services to customers made possible by augmenting live-video streaming capabilities into our branches via the VTMs

Customers can apply for & get debit cards, internet banking tokens issued on the spot at any time of the day

Customer can free themselves from regular banking hours and still do regular banking with live audio/video communication

Get this Case Study Document

Please provide your name and email address for your free download.

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