Our Customer Story
As Africa’s biggest lender by assets, our client holds the ambition of the leading financial service provider in Africa. From a customer experience perspective, the organisation had implemented a variety of solutions over the years, with varying levels of success.
By implementing our VOC solution and customer feedback tool within the contact center and branch network, the bank was able to obtain real-time feedback on service experiences from almost 100 000 clients monthly. As the bank looks to the future, the partnership with Smoke CI is evolving to create a multi-channel, VOC programme at every key touch-point.
As the physical manifestation of the experience offered to your customers, your branch and ATM network are a substantial customer touch-point.
Your contact centre can be your biggest customer touch-point requiring professional, knowledgeable and empathetic agents to deliver delight.
Many banking consumers transact online or in-app. This digital channel is a vital (and often the only) place to manage customer experience.
From Private banking, to credit cards, home loans and reward programmes, each product offering has moments-of- truth worth measuring.
Only about 30% of Financial Services customers are promoters, meaning at any given time 60% of any customer base is at risk. There is a direct correlation between the positive experiences customers have in other sectors and their expectations of a bank.
"Thanks to Smoke CI's solution we have VOC insights available throughout the day, changing our approach in realtime. There solution has helped us change our approach towards our customer's experiences ‘
Quality Solutions Manager
