itdevtech.com

Introduction

Enhancing Customer Support in Banking

Background

Banks deal with a variety of customer inquiries daily, ranging from account updates and transactions to loan processing and refunds. Managing these queries efficiently is crucial to maintaining customer satisfaction. To streamline customer support, banks need a robust service management platform that ensures quick, accurate responses while reducing the workload on customer service teams.

Challenges

  • Unfiltered General Queries: Customers often have issues related to account setup, fund transfers, or technical issues with online banking, which, if not categorized properly, can overwhelm the support team.

    • Example: “Add my bank account for direct deposit.”
    • Example: “Online banking not working after transferring funds.”

  • Loan and Mortgage Queries: Handling requests for loan updates, mortgage processing, and related inquiries involved significant time and manual effort, leading to delays.

    • Example: “How do I update my mortgage account details?”
    • Example: “Request for a loan payment schedule.”

  • Payment and Transaction Issues: Banks receive a high volume of queries related to transaction errors, delayed payments, and fee disputes, which can result in customer dissatisfaction if not handled promptly.

    • Example: “Proof of payment needed for tax purposes.”
    • Example: “Fee dispute – incorrect charges on my account.”

  • Refunds and Reimbursements: Requests for fee refunds, security deposit refunds, and disputed transactions often clog up the support system, requiring careful tracking and management.

    • Example: “Security deposit refund request.”
    • Example: “Please provide proof of refund for my transaction.”

  • Policy and Compliance-Related Queries: Customers often seek clarification on bank policies, loan terms, or account fees, leading to a backlog of requests.

    • Example: “What are the policies regarding early loan repayment?”
    • Example: “Clarification on account fees.”

Solution: TIKTING - ITDEVTECH’s Enterprise Service Management Platform

By implementing TIKTING, banks can automate and streamline the management of customer queries, ensuring faster response times and better categorization for handling complex requests.

  1. Automated Categorization: TIKTING efficiently categorizes general queries, ensuring unfiltered requests are routed to the correct department, minimizing delays in handling customer concerns.

  2. Streamlined Loan and Mortgage Processing: The platform allows banks to automate the processing of loan and mortgage-related queries, ensuring customers receive timely updates and reducing manual effort.

  3. Efficient Payment and Transaction Management: Payment-related queries, including disputes, delayed payments, and refund requests, are handled automatically, reducing errors and speeding up resolution.

  4. Refunds and Dispute Resolution: TIKTING’s automated workflows ensure that refunds, reimbursement requests, and transaction disputes are tracked and resolved promptly, enhancing customer trust.

  5. Policy Clarification: Customers can easily access clear and concise information about bank policies, loan terms, and account fees through the customer portal, reducing the volume of support queries.

Result

  • Faster Query Resolution: By categorizing and automating the handling of customer queries, banks saw a significant reduction in response times.
  • Improved Customer Satisfaction: Customers benefited from quicker, more transparent responses, leading to higher satisfaction rates.
  • Reduced Workload for Support Teams: Automated workflows allowed support teams to focus on more complex cases, improving efficiency.
  • Increased Transparency: Customers received real-time updates on the status of their requests, improving communication and trust with the bank.

Interested in learning how TIKTING can transform your bank’s customer service management? Contact Us to request a demo today!

Other Links

Corporates

Government Institutions

Hospitals

Universities

Industries