- Success Stories
- Messenger
- Banco Galicia
MESSENGER
Banco Galicia
Scaling and streamlining the customer care process with Messenger to handle 85% of customer queries
THEIR STORY
Trusted financial support
Banco Galicia is an esteemed Argentinian bank that offers a variety of banking and financial services for individuals and institutions. Founded in 1905, it recently embarked on a digital transformation process, creating online channels to support its customers. Since introducing these options, including a digital assistant named Gala, the bank has achieved higher customer satisfaction scores, greater cost savings, and improved operational efficiency.
of customer queries handled by Gala between September and December 2020
growth in volume for Messenger conversations between February and October 2020
increase in ticket resolution via Messenger (since June 2020)
of online customer support tickets resolved by Messenger (since June 2020)
THEIR GOAL
A swift digital transformation
Moving 80% of customer call volume to Messenger
Banco Galicia received five times the volume of its usual customer service messages during the coronavirus (COVID-19) pandemic, making it necessary for the bank to scale customer support operations. In order to achieve faster communication and deal with this increase in demand Banco Galicia accelerated their plans to move the majority of their telephone support to Messenger.
THEIR SOLUTION
Combining automation and operations
To scale its online customer support operations, Banco Galicia needed to integrate its existing digital assistant, Gala, with Messenger. In order to do this, the bank’s in-house developer team built the required connectivity architecture, including cybersecurity policies and protocols to ensure the digital assistant could work within the Messenger environment.
From there, the team introduced message templates and quick replies into the automated flow so that conversations were efficient, and a handover protocol that seamlessly assigned customer interactions to agents according to the question type. With this framework in place, customers contacting the bank for the first time via the website or Facebook were referred to Gala, while those who had previously interacted with the digital assistant were referred to a customer service agent.
THEIR SUCCESS
Banking on growth
Integrating Gala with Messenger helped Banco Galicia achieve an agile service model that married automated messaging with live agent support. This created more efficient conversations and allowed for a streamlined communication process, which allowed for the following results:
- 85% of customer queries handled by Gala between September and December 2020
- 5X growth in volume for Messenger conversations between February and October 2020
- 11% increase in ticket resolution via Messenger (since June 2020)
- 20% of online customer support tickets resolved by Messenger (since June 2020)
“We strive to meet our customers where they are online and decided to integrate our digital ecosystem with Facebook as it is a popular digital channel that people access daily. After the integration, we were amazed by how seamlessly Messenger and Gala operated together and how the synergy between the channels enhanced customer care. As a result, we were able to handle our increased incoming volume of customer queries efficiently, increase agent productivity, scale our operations and are working toward our goal of first-contact resolution.”
PRODUCTS USED
Messenger Solutions
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