Enabling customers to self-serve on Messenger makes banking easy
A leading Vietnamese bank
TPBank, launched in 2008 to redefine the banking experience by delivering crucial financial products and services through modern technology. After more than a decade, it is now one of the few banks in the country with a diversified digital banking portfolio that includes ebanking, QR code payments and machine learning solutions.
Elevating customer service
TPBank previously had only a hotline for customer support, which was overwhelming the bank’s customer service agents. As agents managed inquiries spanning from ATM locations to details on loans, customers were subject to long wait times averaging five to ten minutes.
Given the importance of great customer service, TPBank wanted to do better and be more efficient. A big part of this was ensuring people could access its services anywhere, and at all times by automating simple tasks and directing the more complicated ones to human agents. Doing this, the financial services provider hoped to improve agent productivity while simultaneously reducing costs.
A Messenger-powered solution
The bank looked to BoostML for a solution to better serve their customers. The result was an automated experience supported by the Messenger platform for a personal yet frictionless customer service experience without long waits.
Customers who need assistance can reach out to TPBank on Messenger via the bank's website, Facebook page and mobile application. Users can then choose from a predefined list of topics they need assistance with. They’d be asked a list of questions to either arrive at a solution, or be seamlessly referred to a live agent. The simple flow and extent of curated content available in the automated tool resulted in 20% of the bank’s customers being able to resolve their issues without the need to speak to banking personnel for assistance. As a result, agent productivity doubled.
In Messenger, customers can manage many operational functions themselves such as changing their PIN number, locking cards in emergency situations, viewing credit card offers, and more. To protect its customers, the bank utilizes Facebook user data and the conversation history to detect actions that could be fraudulent, subsequently, redirecting the user into a separate flow with more authentication before they can access banking services.
While on Messenger, customers can also easily locate important information regarding products such as interest rates and loans. TPBank is able to capture these moments, using Facebook Analytics, to gain insights into consumer behaviours, discover which topics are most frequently searched for, and send customers targeted messages catered to their needs. Since implementing the experience, TPBank has seen customers increase an average of 10% monthly.
After implementing a Messenger-powered digital assistant on TPBank’s website via the Facebook Chat Plugin, the financial institution was able to provide customers with swift and effective service as well as improve operational efficiency. It saw the following results::
increase in agent productivity
containment in Messenger
reduction in customer wait time on support channels