This e-bank (formerly Banque Casino) was voted best service of the year in 2021. They owe this award to its well-established messaging strategy !
BANKING

"Customer interactions are mostly digital today."

Tony Chavatte
CX Executive
 at Floa Bank
Real time
Every agent can handle many conversations simultaneously.
Digital
70% of our 60,000 weekly interactions are digital. 
24/7
Traditional opening hours don't make sense anymore.

A few questions to Tony Chavatte, Customer Experience Director with FLOA Bank

Tony Chavatte
CX Executive

Whay did you decide to add instant messaging to your mobile banking app ?

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.

Have you noticed a change in the habits of your customers since the implementation of ChayAll?

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 ...

At the end of 2020, of our 60,000 weekly interactions, 70% are done via digital.

The major challenges for customer relations are now based on immediacy, personalization and benevolence. The challenge of tomorrow will be to provide more and more services and emotions on conversational channels

Which ChayAll feature is most useful to you?

The secret to a successful digital customer relationship strategy is delivering the right contact channels, in the right place, at the right time in the customer journey, to the right person. On this aspect, ChayAll helps us to recognize the customer's device. If he has an iPhone, he will be offered contact via iMessages - Apple's messaging system. On the contrary, if he has a smartphone, he will instead be invited to contact us via Facebook Messenger or Live Chat. This feature helps us tailor our device to user requirements.

Do you plan to continue using ChayAll in the future?

Of course, especially since we are on the cusp of reaching a new turning point. The major challenges for customer relations are now based on immediacy, personalization and benevolence. The challenge of tomorrow will be to bring more and more services and emotions to conversational channels. The classic opening hours of 9 a.m. to 5 p.m. no longer exist. A customer who consults the FLOA Bank application at 10 p.m. and who then requests information must be taken care of instantly. Technological tools like ChayAll help us achieve this performance which also requires some automation with chatbots, for example.

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