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HOW TO USE AI TO CUT CUSTOMER SERVICE COSTS IN FINANCIAL SERVICES


LEARN HOW TO LOWER COSTS WITHOUT SACRIFICING YOUR CUSTOMER EXPERIENCE.

By Bryan Socransky, Director of Product Marketing, Financial Services

Last updated April 7, 2023

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Financial services are at a pivotal point in the industry. The meteoric rise of
NFTs and cryptocurrency has given way to rumblings of a pending recession,
fuelled by the collapse of several notable banks in recent months. As we emerge
from the pandemic, however, some things haven’t changed: virtual work is the new
normal.

Many employees are still remote and customers expect to connect with your
company on their mobile devices. That means sales, claims, services and
transactions need to happen securely across digital channels.

Customers have to be able to get the information they need, on demand. And while
there’s increasing pressure to cut costs, financial services companies must take
a cautious approach (not a slash and burn) to preserve the customer experience.
Read on for our top tips.


SET UP AUTOMATED SELF-SERVICE FOR LOW-VALUE CUSTOMER INTERACTIONS

Customers want fast answers and they want to find information on their own. By
offering easy self-service, financial services firms can save customer service
costs without compromising the experience.

What’s more, a best-in-class customer service solution can enable low-value
customers to help themselves and each other, allowing customer service agents to
concentrate on high-priority interactions.

We know that customers often want to help themselves, especially with simple
questions like bank balances, loan applications and password resets. Customers
also prioritise speed and simplicity when choosing between self-service and
agent-assisted options.

According to the Zendesk Customer Experience Trends Report 2023, 50% of
customers prefer channels that provide quick responses and around 40% choose
channels based on the complexity of their query. As a result, self-service is a
great option for customers with straightforward concerns while those with more
intricate issues may require live assistance.


HOW ZENDESK POWERS CX SUCCESS AT SCALE

“The key is automation. And while we can’t automate 100% of the customer
journey, we’re striving to automate as much as we can. By having that automation
in place for most of our customers, it means that our analysts and support staff
have the capacity to focus on those customers that may need a bit more help from
us.” — Charlie Duke, Senior Product Manager at Mettle

Automations and AI also empower excellent CX at scale. Our customer Nubank is
the largest neobank in the world, handling thousands of customer enquiries every
month. More than 80% of Nubank customers are able to solve the most common
problems using the app. Powered by Zendesk, this self-service model lets
customers take care of everything from paying a bill or raising their credit
limit to alerting Nubank when they’ll be travelling abroad to avoid service
interruptions.


ZENDESK FOR FINANCIAL SERVICES

Deliver seamless support at scale and build deeper relationships with your
customers.



Find out more










CREATE HIGH-TOUCH SERVICE FOR HIGH-VALUE CUSTOMER INTERACTIONS

With the right CRM platform, you can flag high-value interactions that are
revenue-generating for full service. This might include a mix of live help
through messaging, voice, chat and other high-touch options.

You can enable skills-based routing to ensure the right customer service rep is
matched with the right customer to provide fully assisted service. And you can
connect agents with your back-office team using collaboration tools like
Microsoft Teams and Slack, allowing them to work together to solve customer
enquiries faster.


HIGH-TOUCH CX SUCCESS STORY: NUBANK

While more than 80% of customers are able to find self-service solutions within
the Nubank app, the company also fields more than 400,000 support tickets a
month.

For customers who need to contact an agent, Nubank offers email, live chat,
phone, social media and FAQ support. Nubank uses a range of solutions to power
this customer experience, including an in-house chat solution, a third-party
vendor for phone support and Zendesk Support for both email and social media.

“Zendesk enables us to empower our agents and reduce response time,” says Dennis
Wang, VP of Operations at Nubank. “We use the Zendesk API to connect all these
different systems and provide our agents with views into what customers are
doing and what they need help with. This system allows us to be truly
customer-centric in our approach to support.”


LEAN INTO AI AND AUTOMATION TO KEEP UP WITH CUSTOMERS

Customer expectations keep rising, particularly in the financial services
sector. Our research finds that 72% of consumers expect to engage with someone
immediately when contacting a company and that they should be able to get in
touch within a few clicks or taps.

Customers want fast responses and an easy way to get answers to their questions.
Providing this support at scale without adding extra complexity and exorbitant
costs means working smarter — with AI-powered chatbots, automated workflows and
self-service options.


AI PAYS OFF: METTLE CUSTOMER SUCCESS STORY

Supporting customers during a time of high growth is tricky. Mettle partnered
with Zendesk for an agile and flexible solution. “By having that automation in
place for most of our customers, it means that our analysts and support staff
have the capacity to focus on those customers that may need a bit more help from
us.”— Charlie Duke, Senior Product Manager at Mettle


INVEST IN YOUR CLIENT RELATIONSHIPS

We know that delivering seamless customer support at scale can be a challenge.
At Zendesk, we create innovative solutions for financial institutions that offer
low cost of ownership, high ROI and quick time-to-value. That means you spend
less time getting your CRM up and running and more time doing what you do best —
helping your customers.


ZENDESK FOR FINANCIAL SERVICES

Deliver seamless support at scale and build deeper relationships with your
customers.

Find out more

ZENDESK FOR FINANCIAL SERVICES

Deliver seamless support at scale and build deeper relationships with your
customers.

Find out more


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PERFORMANCE COOKIES



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