Since 2004 Creative Virtual has been helping financial institutions—both large and small—implement self-service customer support solutions, and today works with organisations such as HSBC, E*TRADE, NIBC Direct, Lloyds Banking Group and Allianz to reduce costs and improve the customer experience.
Current features, uses and results of V-Person™ technology in the financial sector:
- Accuracy of over 90%, average call deflection rates of 20-30% and ROI typically in less than 12 months
- Reduction of over 80% in live chat volumes since implementation of V-Person
- Better insight into customers and questions being asked through detailed reporting
- Implementations in English and Dutch and ability to support additional languages
- Internal implementations to provide up-to-date information for customer advisors and call centre agents
- Integration with live chat solutions to provide seamless transition between support channels
- Implementations designed to help with specific products or procedures, such as new security measures or form completion
- Implementation of topics allowing the V-Person to ‘remember’ the product or service without the need for it to be repeated
- Constantly improved system through transcript review and data collected via in-conversation and end of conversation surveys
- Multi-channel knowledge management through our innovate new tool V-Portal™
- Options available for both SaaS and on-premise hosting
For more information, visit the Creative Virtual Products Page or request a demo to see V-Person technology in action.
