Real-World Case Studies and Customer Success Stories with Unblu

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.
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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.
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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.
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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.
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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.
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PostFinance, a large retail financial institution in Switzerland, partnered with Unblu to enhance their customer support. They started by implementing embedded Co-Browsing to assist clients in e-bank...ing. Later, they replaced their email system with Unblu's secure messaging. This collaboration led to handling 20,000 secure messaging conversations monthly. The system prioritizes phone calls in the morning and chat channels in the afternoon, improving customer service efficiency.
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BPER Banca, Italy's third largest banking group, used Unblu to enhance its digital transformation. Maurice Lisi, Head of Digital Business, shared insights on a hybrid banking model combining human an...d AI elements. This approach addresses the failures of digital-only banks by offering complex financial products and personalized advice. AI tools improved advisor efficiency, increased cross-selling opportunities, and provided real-time support. Unblu played a key role in BPER's successful digital journey.
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Valiant Bank, a mid-sized bank in Switzerland, faced a 35% decrease in personal assisted transactions from 2014 to 2017. To address this, they reduced branch hours and considered closing branches. In...stead, they chose to expand by enhancing digital capabilities and opening new branches in Romandie, Jura, and East Switzerland. Unblu Branch was implemented in 60 branches, leading to cost savings, business growth, and improved service experience.
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Raiffeisenbank, based in Prague, is part of the RBI Group and serves over 1.4 million customers. To reduce strain on contact centers, they implemented Unblu's Live Chat, which decreased phone and ema...il 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 customer willingness to use digital channels.
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Banca Dello Stato, a Swiss bank, wanted to improve customer support by offering new digital channels. They faced a rise in client requests due to increased online banking during the pandemic. To addr...ess this, they implemented Live Chat and Co-Browsing. These tools allowed agents to handle multiple requests efficiently and provide real-time collaboration. As a result, the bank improved service quality and managed a 15% increase in support requests in the first half of 2023.
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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.
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Swiss Post serves 2.5 million clients annually and needed to cater to a diverse clientele. They partnered with Unblu to enhance client engagement through chatbots, live chat, and WhatsApp. This helpe...d handle more requests efficiently and increased agent productivity. The introduction of WhatsApp led to over 4000 inquiries within weeks, showing the importance of offering multiple communication channels.
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