Customer service for financial organisations: looking forward to 2021

2020 has passed in a blur of pandemics and lockdowns, Christmas bringing to a close the tumultuous year. With a breath of hope, we look forward to 2021, with a new perspective grown from the experience of this year. As a national community, we have all experienced the benefits of having a remote working system, along with a rise in online shopping and ensuring that our workflows can transition seamlessly to work-from-home models for those brief moments of lockdown or self-isolation.

Click4Assistance is uniquely positioned to guide your customer service into a stable remote working practice, so that your financial organisation’s customer service can remain online no matter what, with minimal or no downtime. By planning ahead, your organisation can ensure a smooth transition for the next lockdown, or even for when staff are advised to work from home and self-isolate, reducing the likelihood of a sickness wave in your offices.

Adding in a chat integration

One of the best choices your financial organisation can make in 2021 is deploying a live chat for your website such as Click4Assistance’s live chat software. This will immediately transform your website into a customer service touchpoint that customers can use as an alternative to awaiting in a telephone queue. By providing this alternative, your call volume will automatically reduce, giving those waiting in a telephone queue a shorter hold experience. It will support those who prefer to use a text based communication method that is immediate and more convenient to them, and doesn’t get lost in an inbox flood or hit a junk folder.

Level up with artificial intelligence

Artificial intelligence has blossomed into a productivity powerhouse, boosting customer service agents in many ways. Click4Assistance’s Artie and Coni are just the help your agents need. Working 24/7, they greet and engage your website visitors immediately, levelling up your customer service experience in an instant. By greeting, helping customers online, answering basic questions and assisting with navigation and sales, Artie and Coni save your customer service department time and relieve them of this responsibility, allowing human intervention when needed, not as a default. This keeps your financial organisation’s customer service team lean and efficient, and massively reduces overheads.

Remote working on point

With live chat, video chat, social media direct messages, Click2Call, and even your own CRM integrated, your customer service agents can easily access everything in one place on the Click4Assistance dashboard, from any laptop or computer with a Chrome browser. This will massively increase your customer service agents’ productivity, as the time they once spent looking for applications or information is gone with the fully customisable dashboard, where they can hide the distractions and just keep the items they are focusing on.

With the 256-bit encryption for data in transit, your live conversations with your clients will be as secure as a payment page, so you’ll never have to worry about security when agents are logging in from their WFH stations. The seamless experience that your customer service agents will have with Click4Assistance makes it the best chat integration for your customer service team in these times of uncertainty.

The best live chat integration in town

Click4Assistance is one of the best live chat integration solutions in the UK. With over 15 years of experience, their expertise has provided them with an immense understanding of what your financial organisation’s customer service team really needs and how they need it, making Click4Assistance one of the most robust customer service software solutions available.

If you’re interested in deploying Click4Assistance, the UK’s premier GDPR compliant live chat software solution, to make your financial agency more effective in 2020, give us a call on 0845 123 5871 or send an email to theteam@click4assistance.co.uk and one of our experts will be with you right away. Not ready to reach out yet? Discover how it works, try a demo, or better yet, try Click4Assistance completely free for 21 days.