Financial Institutions demand only the highest level of capabilities, security, and flexibility from their core platforms. Top finance brands choose SuccessCX to improve customer experience and enhance employee experience.
Providing good customer service can be challenging, both for new Fintech companies and established banks or investment firms.
Using top platforms can improve your Customer Experience, leading to higher customer satisfaction. It also builds stronger brand loyalty and increases customer lifetime value.
A platform your clients can count on
Our solutions collect all customer information in one place, including their history, profiles, product usage, and preferences. This helps your team respond to questions and provide advice more quickly.
Agents can make personalised offers and bespoke experiences that they expect. With strong data security, you can keep everything safe. This offers peace of mind and improves the experience for everyone involved.
SuccessCX has extensive experience providing services to leading banking and finance companies in Australia and New Zealand.
Bring the bank to them.
Clients want to access their accounts online at any time. They expect reliable support whenever and wherever they need it. We help you offer personalised service to your clients. You can connect with them through various channels.
These include in-app, web, chat, and social media. Proactive support helps predict needs early, leading to faster responses and more satisfied clients.
Use AI on the fly
Delivering personalised service at scale is a challenge. With SuccessCX, you can leverage automation, self-service, and AI to provide financial advice quickly and efficiently. Clients can find answers in our Help Centers to make informed financial decisions confidently.
A knowledge base helps chatbots, and AI answer questions and collect information. This information connects clients with the right representative when needed. Our custom-configured Answerbot can be enabled to answer questions quickly and effectively as soon as it is deployed.
Better communication leads to better relationships—and in the end, that’s what it all boils down to.
Put your trust in us
No client wants to worry about their sensitive data ending up in the wrong place. Data collection and storage are secure, and only team members who need access can access the data.
Role-based permissions and good documentation help ensure regulations compliance while keeping clients your top priority.
The proof is in the pudding – a brief case study
Canstar rates an Australian and New Zealand financial institution five stars. In 2019, it partnered with SuccessCX to provide excellent service.
The project aimed to create an excellent customer service platform. This platform will provide a smooth experience across all channels and give a complete view of customers. The goal is to improve personalization and brand loyalty.
This will be the main customer service platform for new financial products in Australia and New Zealand.
The customer had raised initial concerns about using a cloud-based Customer Service platform as their core system. These concerns are related to service availability and security. We offered guaranteed 99.9% uptime in its top plans, with service credits for any lapses.
When compared to the customer’s current legacy solution, this uptime could not be matched for the previous five years.
Several features were added to enhance security. These include PCI compliance, encryption, two-factor authentication, and single sign-on. Other features are automatic redaction, audit capabilities, disaster recovery, data centre location, and IP whitelisting.
Allowing customers to self-serve
Self-service was a key part of their plan. It offered quality content that customers could easily access. Customers can find this content on any web page they visit.
The self-service strategy reduced customer inquiries by about 24%, enabling quicker responses to more important and complex issues.
Knowledge Centred Service
Integrated Knowledge Centred Support (KCS) helps improve and maintain product and process knowledge throughout the support cycle.
Content managers use KCS to handle knowledge articles. They submit, review, and approve content before publishing, ensuring updates and quality control. The process supports both customer-facing knowledge and internal-only reference and How-To material.
Customer Outreach
We contact customers to provide account updates and support. Responses go to a skilled agent for a more personal and effective reply, all within the platform.
Bringing it all together
A customer service platform needs to connect with other systems. A custom integration was created so agents can access live customer account information from an internal system.
Agents can make informed decisions quickly. They can access complete customer history and touchpoint information in one view. They interact with customers through messenger apps, chats, phones, and email.
It’s the people that count
The support of its people is crucial for successfully transitioning to this top solution. The main focus was on training and clear processes, which aimed to improve customer service. We wanted to ensure that best practices were followed for excellent support.
The comms team communicated frequently and distributed quick reference guides to all team members. Onsite support from our expert consultants in Australia and New Zealand ensured the platform launch was smooth as silk.