Messenger, Live Chat, Video and Co-Browsing - Unblu
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Transportation/Trucking/Railroad Case Studies and Success Stories with Unblu
CASE STUDY Schweizerische Post
Unblu helped Schweizerische Post improve customer service for 2.5 million customers. The company added chatbots, live chat, and WhatsApp to support many customer types. These new channels made it eas...ier for people to get help in the way they like. Within weeks, over 4,000 requests came through WhatsApp. The changes increased agent productivity and moved more support requests to Unblu channels.
Financial Services Case Studies and Success Stories with Unblu
CASE STUDY Carta
Carta used Unblu's co-browsing, live chat, and embedded co-browsing to improve support for their equity management platform. Carta faced high chat handle times and low CSAT, leading them to pause cha...t support. They trained support staff with collaboration tools and automated self-help workflows. Unblu and Salesforce integration helped Carta track service performance. Carta saw improved customer satisfaction and fewer repeat support queries.
Unblu helped PostFinance improve customer conversations. PostFinance used Unblu to replace old email systems and add secure messaging, live chat, and co-browsing. The goal was to reduce phone calls a...nd offer better digital support. Now, PostFinance handles over 20,000 secure messaging conversations each month. All customer inquiries go through one central system, making support faster and easier.
Carta faced challenges with their support team due to rapid growth and complex equity management products. Customers lacked self-help options, leading to high handle times and low satisfaction in cha...t support. Carta implemented a strategy to educate support staff, empower analysts, and automate inquiries. They used Unblu's Co-Browsing and Live Chat to guide clients visually. This aimed to reduce repeat queries and improve customer satisfaction. Integration with Salesforce helped Carta analyze client service performance.
PostFinance uses Unblu to handle over 20,000 conversations monthly. They replaced email with Unblu for secure messaging. This improved customer support and streamlined operations. PostFinance serves ...2.4 million customers with 3,655 employees. They use chat, co-browsing, and are adding video and voice consultations.
Banking Case Studies and Success Stories with Unblu
CASE STUDY Raiffeisenbank
Raiffeisenbank used Unblu to improve digital sales. They reduced phone and email inquiries by using Live Chat. This led to a 5% conversion rate in August 2022, which increased to 8% in September. The... bank serves over 1,400,000 customers and is the 4th largest in Central and Eastern Europe.
Banca Dello Stato, a Swiss bank, wanted to improve customer support by offering new digital channels. In 2020, they implemented Live Chat and Co-Browsing as part of their digitalization strategy. Thi...s helped them handle a 15% increase in support requests during the first half of 2023. The new channels allowed agents to manage multiple requests efficiently and provide better service. The bank aimed to reduce repeat calls and improve customer education through these tools.
Unblu Secure Messenger helped a private bank in Paris improve digital communication for high net worth clients. The bank wanted to move from paper and email to secure digital channels. They used Unbl...u to let relationship managers share sensitive documents safely. Secure Messenger was added to both desktop and mobile portals. In France, digital usage rose by 10 points in 18 months, with over 60% of French clients now using digital services daily.
Crédit Agricole next bank needed to update their digital capabilities to maintain service excellence. They identified a key friction point in their customer journey related to phone call limitations.... To address this, they implemented Unblu's embedded Co-Browsing. This allowed agents to guide customers securely during onboarding, increasing both client and agent satisfaction. The bank plans to further leverage Unblu's platform to enhance service efficiency and maintain high satisfaction levels.
A long-standing private bank wanted to enhance digital capabilities for High Net Worth Individuals (HNWIs). They faced security challenges with frequent fraud attempts. To address this, they equipped... Relationship Managers with Secure Messaging. The first phase involved integrating Secure Messenger with ebanking authentication. The next step is to integrate Unblu into Microsoft Dynamics CRM. This aims to reduce email use for sensitive documents and improve client-advisor interactions. The bank saw a 10-point increase in digital usage in France over 18 months.
Valiant Bank in Switzerland expanded its digital capabilities and opened new branches in Romandie, Jura, and East Switzerland. From 2014 to 2017, personal assisted transactions decreased by 35%. By 2...016, over half of the branches were open for just three hours a day. Unblu Branch was rolled out to 60 branches, leading to cost savings, business growth, and improved service experience.
Maurice Lisi, Head of Digital Business at BPER Banca, shares insights on a hybrid banking model. The approach combines digital services with human support. It addresses failures of digital-only banks... and focuses on complex financial products. AI enhances advisor performance, increasing cross-selling opportunities from 10% to 75%. Unblu supports BPER's digital transformation.
Unblu helped Raiffeisenbank improve product conversion. In 2020, Raiffeisenbank added Live Chat and Co-Browsing to their service. Agents offered better service and gained more insights from customer ...interactions. This let them recommend products that fit each customer. Unblu also helped migrate 500,000 clients to a new front-end. The bank saw higher agent conversion rates and better client satisfaction.
Banca Dello Stato, a Swiss bank, improved customer support by adding Live Chat and Co-Browsing. This helped handle more requests efficiently. The bank saw a 15% increase in support requests in early ...2023. The new tools allowed agents to manage multiple requests and complex inquiries better.
Unblu Co-Browsing helped Crédit Agricole next bank improve digital onboarding for over 60,000 clients. The bank faced challenges with phone calls during their e-banking migration. Unblu's embedded Co...-Browsing let agents guide customers visually and securely. This increased both client and agent satisfaction. The bank plans to expand with Unblu's video, voice, and live chat features to boost service efficiency and customer value.
Unblu helped Raiffeisenbank improve product conversion. The bank wanted to reduce phone calls to its contact center and keep its reputation for great digital service. They used Unblu's live chat to l...ower phone and email requests. The bank trained a chatbot with live chat data to answer simple questions. Staff used service-to-sales offers based on CRM recommendations to boost sales. Most customers use digital channels every month.
Raiffeisenbank, based in Prague, is part of the RBI Group and serves over 1,400,000 customers. To reduce strain on contact centers, they implemented Unblu's Live Chat, which decreased phone and email... inquiries. They also used Co-Browsing for high-touch interactions. The bank's digital sales conversion rate increased from 5% to 8% within a month, showing clients' willingness to use digital channels for business.
Unblu helped Valiant Bank in Switzerland expand its branch network with hybrid branches. The bank saw a 35% drop in in-person transactions from 2014 to 2017. Valiant used Unblu to add digital service...s and open new branches in three regions. The solution let agents handle video calls, phone calls, and live chats. The new digital design improved customer acceptance and led to cost savings, business growth, and better service experience.
Other Industry Case Studies and Success Stories with Unblu
CASE STUDY Swiss Post
Swiss Post uses chatbots and live chat to improve customer service. They serve 2.5 million clients each year. They added WhatsApp for more customer choice. Within weeks, they had over 4000 inquiries ...on WhatsApp. This helped increase first contact resolution rates.
Delivering Innovation: Celebrating the Tatra banka new in-app collaboration capabilities
Unblu has partnered with Tatra banka and Soitron to enhance Tatra banka's mobile app with Unblu's Digital Client Interaction Solution. This integration introduces "Mobile Co-Browsing," allowing secur...e, efficient client-banker interactions directly within the app. The feature enhances communication capabilities, offering secure messaging and video calls, while maintaining high security standards by restricting access to sensitive client data.
