Having installed WhatsApp, Apple Business Chat, Facebook Messenger and a Live Chat service allows us to deliver instant answers to our customers, but also to provide a very high quality of service on our other channels such as phone calls and emails. Once your advisors are trained on the conversational channel, each can have up to six or even seven conversations in real time. By phone, on the contrary, they can only process one request at a time. Instant messaging therefore increases the productivity of our teams. At FLOA Bank, we have chosen to prioritize quality of service. Our advisers only handle a maximum of four conversations simultaneously. But despite everything, we manage to obtain positive results and gradually transform this cost center into a profit center.
Yes, I see a trend reversal today. In 2017, telephony represented 70% of our customer relationship exchanges. At the end of 2020, of our 60,000 weekly interactions, 70% are done via digital. Only 30% are handled by phone calls. Our customers call us less and less, only for termination requests or complaints. At present, customer relations are primarily digital. We need to adapt our strategy to match what customers are asking for and remove all sticking points. Telephone and email are not yet dead, but we will certainly get there one day ...
