Post by ruhaimaromana22 on Nov 4, 2024 22:27:39 GMT -6
About the company
JSC BANK Surgutneftegazbank is a universal commercial bank providing a wide range of banking services and acting in the interests of depositors, clients and shareholders.
SNGB is one of the hundred largest banks in Russia and is one of the leaders of the banking system of Khanty-Mansiysk Autonomous Okrug-Yugra.
The key principles of the bank are:
Ensuring security and control of financial flows of the PJSC Surgutneftegas Group
Providing quality banking services on market terms
Development of loyalty programs taking into account the interests of the Bank's clients
Business objectives
In 2019, the bank's management decided to digitalize social media marketing service communication with clients and expand the channels of interaction with the bank to increase customer service satisfaction.
The tasks that needed to be solved
were to transfer clients to digital channels in order to reduce the workload of call center employees and increase the number of processed applications
- to give clients the opportunity to choose the most convenient communication channel and maintain high quality of customer service
Solution
Based on the results of market analysis and study of existing opportunities, it was decided to connect a chat platform that would combine an online chat on the website and a chat bot, as well as a chat in the e mobile application, as the most suitable tools for solving the tasks.
When choosing a chat platform, SNGB adhered to the following criteria: quality and stability of operation, simple and clear interface of the operator's application, detailed analytics and data transfer security, as well as a flexible pricing policy.
– high quality and a guarantee of stable operation from a company with over 10 years of experience in the market,
– support from a personal manager at all stages of cooperation, assistance in resolving emerging issues and prompt feedback from technical support.
– unification of all digital channels in one place, which allows customers to contact the bank in a way that is convenient for them, and operators to receive all incoming messages in the RMO and promptly respond to them. Thanks to a simple and clear interface, training new employees takes an average of 30 minutes.
– multifunctional analytics with clear visualization and the ability to customize filters for data downloading, which is available in the LiveTex Personal Account. It allows you to track the performance of all connected text channels, response time, dialogue duration, etc., in order to monitor the work of operators and constantly improve the quality of customer service.
– full control over data security due to the ability to deploy on the bank's servers (on-premise)
Implementation of the LiveTex solution
1. Ensuring the security of the client's personal data
Due to the fact that organizations in the financial sector must comply with the terms of Federal Law 152 "On Personal Data", as well as the standards of the Bank of Russia to ensure a high level of security, it was decided to deploy the LiveTex platform within the bank.
The deployment allowed us to expand the range of issues that can be resolved in the text channel.
Now, in the mobile application and personal account of the bank, it has become possible to provide operational services to clients, for example, to find out how much money is in the account, what interest must be paid on the loan, whether there is a debt and everything related to personal data.
2. Chat on the website and chat bot
To reduce the workload of operators on typical questions, the bank decided to use a text bot on the first line so that customers could get the most detailed answers to their questions without the help of an operator.
The structure of the chatbot was developed based on frequently asked questions from customers. In real time, users can instantly get information on cards, loans and deposits, loyalty programs, bank branch operating hours, office and ATM locations, etc.
When a customer writes a question in the chat, the bot "suggests" several options for questions using keywords, and then instantly answers the question. If the answer is not satisfactory, it is possible to contact an employee of the SNGB contact center.
JSC BANK Surgutneftegazbank is a universal commercial bank providing a wide range of banking services and acting in the interests of depositors, clients and shareholders.
SNGB is one of the hundred largest banks in Russia and is one of the leaders of the banking system of Khanty-Mansiysk Autonomous Okrug-Yugra.
The key principles of the bank are:
Ensuring security and control of financial flows of the PJSC Surgutneftegas Group
Providing quality banking services on market terms
Development of loyalty programs taking into account the interests of the Bank's clients
Business objectives
In 2019, the bank's management decided to digitalize social media marketing service communication with clients and expand the channels of interaction with the bank to increase customer service satisfaction.
The tasks that needed to be solved
were to transfer clients to digital channels in order to reduce the workload of call center employees and increase the number of processed applications
- to give clients the opportunity to choose the most convenient communication channel and maintain high quality of customer service
Solution
Based on the results of market analysis and study of existing opportunities, it was decided to connect a chat platform that would combine an online chat on the website and a chat bot, as well as a chat in the e mobile application, as the most suitable tools for solving the tasks.
When choosing a chat platform, SNGB adhered to the following criteria: quality and stability of operation, simple and clear interface of the operator's application, detailed analytics and data transfer security, as well as a flexible pricing policy.
– high quality and a guarantee of stable operation from a company with over 10 years of experience in the market,
– support from a personal manager at all stages of cooperation, assistance in resolving emerging issues and prompt feedback from technical support.
– unification of all digital channels in one place, which allows customers to contact the bank in a way that is convenient for them, and operators to receive all incoming messages in the RMO and promptly respond to them. Thanks to a simple and clear interface, training new employees takes an average of 30 minutes.
– multifunctional analytics with clear visualization and the ability to customize filters for data downloading, which is available in the LiveTex Personal Account. It allows you to track the performance of all connected text channels, response time, dialogue duration, etc., in order to monitor the work of operators and constantly improve the quality of customer service.
– full control over data security due to the ability to deploy on the bank's servers (on-premise)
Implementation of the LiveTex solution
1. Ensuring the security of the client's personal data
Due to the fact that organizations in the financial sector must comply with the terms of Federal Law 152 "On Personal Data", as well as the standards of the Bank of Russia to ensure a high level of security, it was decided to deploy the LiveTex platform within the bank.
The deployment allowed us to expand the range of issues that can be resolved in the text channel.
Now, in the mobile application and personal account of the bank, it has become possible to provide operational services to clients, for example, to find out how much money is in the account, what interest must be paid on the loan, whether there is a debt and everything related to personal data.
2. Chat on the website and chat bot
To reduce the workload of operators on typical questions, the bank decided to use a text bot on the first line so that customers could get the most detailed answers to their questions without the help of an operator.
The structure of the chatbot was developed based on frequently asked questions from customers. In real time, users can instantly get information on cards, loans and deposits, loyalty programs, bank branch operating hours, office and ATM locations, etc.
When a customer writes a question in the chat, the bot "suggests" several options for questions using keywords, and then instantly answers the question. If the answer is not satisfactory, it is possible to contact an employee of the SNGB contact center.