The frontline needs immediate and easy access to both practical how-to digital product knowledge and complex digital banking expertise at their fingertips
Increasing Employee Knowledge and Confidence. Many Contact Center employees do not have access to a mobile phone while on calls or they may not bank with you. Contact Center employees use Horizn to increase their confidence in all your bank’s digital capabilities as well as get in the moment coaching tips.
Improving Customer Experience and Decreasing Call Times. When customers call for support, employees can walk them through a Digital Demo. With our Digital Demos, while on the phone, employees can see exactly what the customer is seeing and guide them on the digital journey.
Reducing Call Volumes through Direct Customer Support. Banks are integrating Digital Demos within their websites, support channels, and customer communications to provide support while deferring calls and decreasing call volumes.
“The Horizn Digital Demos are playing a critical role in our customer support as we educate and highlight our digital banking services to our customers.”
Benefits of Call Center Support:
Digital Demos: Digital Demos are used by employees and customers to understand and practice mobile and online banking in a risk-free environment. Instead of reading instructions or watching videos, they gain first-hand experience with digital products by walking through each journey before they try to use it for real.
Employee Coaching Tips: Employee coaching tips are displayed beside Digital Demos to provide in the moment easily accessible detailed tips for contact center employees. Coaching tips are used to provide additional digital product knowledge, product benefits, objections coaching, complex digital banking expertise, etc.
On-Call Support: Contact Center employees can share screen or direct customers to the Digital Demos on the bank’s website or the Horizn Customer Hub and walk customers through a digital capability screen-by-screen.
Share Digital Demos: Through the Horizn email Referral Tool contact center employees can email Digital Demos during or after phone conversations. Horizn bank partners have seen a direct increase in customer online and mobile logins as a result of emailed Digital Demos to their customers.
Support Page Integration: Banks can embed or provide links to Digital Demos for common digital questions in their Contact Us and Help/Support pages providing answers to defer calls and reduce call volumes
The "Next Normal", Digital Adoption and Market Re-Entry