Banking by Phone: Top 5 Ways Retreaver Fixes Most Common Customer Frustrations

November 2, 2016 | Lucy Leiderman

A relationship between a customer and their bank can last a lifetime. Actually, it can last generations. Banking has grown to include online and telephone options, savings and mutual funds, international currency accounts, and dozens of different types of services. The clientele has also grown to encompass hundreds of languages, dozens of types of daily services required, and an overall array of customer types. Customers of 20+ years are no longer okay with still have to press 1 for their main language choice, when this is the longest relationship they’ve had with any brand. So how do big banks still treat every person with a degree of personalized care and support when they’re getting tens of thousands of calls per day?

The key is not in buying up more call centers or trying to make as much of the banking process as self-serve as possible. Certain types of customers (for example, those without easy access to Internet) or anyone needing immediate attention for a complicated issue will always end up calling. The solution is actually in using existing resources like phone lines, call centers, and other assets to just work smarter. And that’s what Retreaver does. 

Here are some top ways Retreaver is currently working with banking clients and the resources they already have to solve some of banking’s most challengeing customer experience issues. 

What customers say: “I got an email while abroad telling me to verify the last charge was me, but when I call the number right there in the email, I’m just sent to the regular IVR and have to wait on hold while using up my long distance!”

1) We connect email context to calls: Banking customers often receive emails with a specific call to action from their banks. Perhaps they’re travelling and need to verify the last charge on their card is not fraud. Or perhaps they just received a card in the mail and need to activate it. With Retreaver, you can seamlessly insert dynamic, custom numbers into emails that will not only grab the context of the email (travel alert), but will also securely attach the information vital to verifying that user. When the customer calls, they will skip the regular customer service IVR and be sent to exactly the right place using Retreaver’s routing capabilities. It’s an easy way through which organizations can leverage call context and set up improved customer experiences.

What customers say: “I’ve been researching mutual funds on the website for hours – why do I have to answer all the same questions on the phone as I already did online just to get some answers?”

2) Save on operations costs for call centres while increasing customer satisfaction: Retreaver allows you to understand exactly what each customer was doing on your website, packaging that information and sending it on to the call centre agent as they answer the phone. The agent saves time by addressing the customer’s concerns immediately, while the customer feels like they have received a customized experience. 

What customers say: “My account has over $350,000 in it and I get sent to the same customer support as my teenaged daughter.”

3) Prequalify leads and customers: Retreaver uses a tagging system to identify customers based on given data and behaviour. Now, before you direct where their call goes and an agent picks up the phone, you can pre-qualify your customers by whether or not they match certain tags. This will help the system understand where to send the call and what kind of experience to navigate this customer into. Callers may be a high value investment customer that requires special attention or a student calling about a checking account. Retriever’s system fills out the tags for each caller and packages the information into the dynamic number so that they go to the right place and save you time and money on resources. 

What customers say: “I have to press about 12 buttons before I actually get to where I need to be. Surely this isn’t the best system that’s available.”

4) Create custom “routes” across your existing IVR: With the context of what your customer is calling about and who they are, you can use Retreaver to quickly and easily set up experiences. You can either create an IVR with a unique voice and set of choices (perhaps for a special campaign or activation), or just use tags to set up the navigation of where this call with go within your large network. If it is a traveller currently calling about a frozen card, for example, you’ll want to send them to the right department right away so that they can get back to enjoying their vacation. 

What customers say: “I already know what I want to buy, butmy bank makes it so hard to get in touch with the right person that their customer service is the biggest reason I’m looking somewhere else.”

5) Support brokers and advisors both in branch and out: Retreaver allows you to use your number pool and integrate with your digital advertising. You can use this advertising to localize the phone-in numbers to your customers’ general area, and set up a chain of call recipients based on top-performers. For example, if you want to connect someone browsing a mortgage with a mortgage advisor in your area, instead of calling a branch and hoping to be transferred, customers will be able to dial the number for the advisor, that will connect them to someone in their area. And if that person is busy and doesn’t pick up, Retreaver’s continuous ringing feature can go down a recipient chain ensuring that someone will receive that lead and ultimately win the conversion of a prospective customer into a qualified home buyer. 

For more on how Retreaver does banking or to schedule your free demo, get in touch today with mark@retreaver.com

Changing How Travellers Call: How Retreaver Is Being Used In Travel

October 18, 2016 | Lucy Leiderman

We know being on the phone with a company is no one’s favourite activity. Calling in for support is a dread all consumers share. Many are already frustrated by the time they have to call, usually because they’ve already picked out what they want to get and don’t want to answer more questions, or they need help RIGHT NOW.

Now imagine being a traveller – they’re paying long distance, they’re away from home, and they definitely need to speak to a live agent to sort out their situation. Alternately, they may be planning or booking a trip, which is a high ticket item. They will want to speak with a real person to confirm they’re getting what they want and for the right price. Both of these scenarios are why most travel companies still see up to 50% of their bookings through agents and the phone. For that 50% of your client base, Retreaver has an excellent solution to ensure your company is providing the best possible customer experience.

You might have heard of this innovative story in your industry from United Airlines…

“Sam is searching for last minute flights on his tablet and decides to call in for help. Rather than being sent to an IVR to press keys, and waste valuable time, Sam is directed immediately to an agent who is provided with the information to answer: “Hi Sam, I see you’ve recently been looking at flights to New York, is that what you’re calling about? If so I have some suggestions for you”.

Retreaver makes this possible. Here are some of our features that enable this kind of intuitive, personalized service that leads to happier customers, more sales, and less time on the phone. 

1) Understand your customer’s journey right through to booking. Your company might have different phone numbers on different web pages, presumably to let the marketing team know which page is converting to a call.  With Retreaver, we are able to provide the call agent with the complete context and customer journey at the time they call – that means each page they looked at leading up to the call, not just the page they called from. That instant context is packaged into a dynamic phone and passed on to the call center agent with all of the data on the caller and their reason for calling intact. 

2) Personalize support experiences while increasing customer satisfaction. Most companies do not offer their customers segmented or dynamic numbers to call in – just a general IVR no matter the customer circumstance. Retreaver allows you to understand exactly what each customer was doing on your website at the time. Our routing feature also allows companies to create unique experiences depending on the context of a call, for example is someone is callig while in the middle of booking a trip, they can be taken directly to an agent who knows about that region and even speaks the language. The agent saves time by addressing the customer’s concerns immediately, while the customer feels like they have received a customized experience. Retreaver also lets you route callers to the same agents if they call back twice, making all customers feel like VIPs. 

3) Support internal and external travel agents. Retreaver provides a number pool and integrates with your digital advertising. Localize the phone-in numbers to your customers’ general area, and set up a chain of call recipients based on top-performers and/or specialization to deliver a better customer experience. For example, if Disney has 27 licensed Disney travel agents in the Denver area, corporate advertising can instantly populate with local numbers, driving the calls to the agents in order of priority, and continuously ringing down the list so that you never lose a lead. 

4) Know which channels and agents sell more of your tours by phone . Attribution for the phone is a big challenge in any industry that still relies heavily on mixed marketing efforts of traditional advertising, digital, and phone. Retreaver is a unique company that provides attribution not only for the phone to view how many calls were placed, but complete click to call to conversion analytics, providing companies with insight and understanding into the value of their other marketing channels and how they perform on phone calls. Retreaver makes it easy to quickly create and assign intelligent phone numbers to online and offline campaigns, tracking not only which channel is driving the most traffic to your sales team, but also which is converting the most sales.

Our Retreaver for Travel deck is available online now. For more information on customized solutions, get in touch with mark@retreaver.com