The financial sector has become far more collaborative than it used to be. Financial professionals need to depend on the best team collaboration tools available. Acquire is a new messaging tool that helps financial service providers streamline many of their processes.
What is Acquire and how do financial institutions benefit from it?
Acquire is a multi-channel messenger that was primarily designed for providing the best possible Customer Support. The same features make it ideal for delivering financial services as well.
Here are some of the reasons that Acquire is an invaluable tool for financial service providers.
Making it Easier for Agents to Guide Customers through the Process
Acquire has a cobrowse feature that was originally designed to help IT companies fix problems on their customers’ computers. However, it can also play it very helpful overall for financial service companies as well.
Acquire was originally developed to minimize the burden on customer support teams. The messaging platform relies on big data and sophisticated deep learning algorithms, so it is capable of automating responses to up to 80% of customer service inquiries.
The platform can be repurposed so that agents at financial service organizations can help their clients more easily. The messaging platform has a co-browsing feature that allows the agent to look at the customer’s screen. This is a great feature if they need to help customers submit an application online or give feedback on financial data from one of their online accounts. This saves the client and the agent a lot of time that would otherwise be spent on lengthy calls and back-and-forth emails trying to describe the issue. By enabling agents to offer more efficient service, they can reduce the wait time for other customers and reduce their administrative fees.
Use live chatbots
Chatbots are playing an increasingly important role in customer service. They minimize the time that customer service professionals need to spend on individual customers. They also help customers with routine questions can much quicker responses and solutions.
The impact of chatbots in the financial sector is riveting. American Banker interviewed Edrizio de la Cruz, co-founder and CEO of Regalii, about the evolving role of these virtual assistants.
“The development of sophisticated chatbots and their mass adoption by consumers may take a couple of years, says de la Cruz. But once it happens, he says, the idea of handling your finances without a bot will be like trying to picture your life without a smartphone.”
The best thing about the Acquire chatbots is that they are constantly learning and improving on their own. You can import your FAQ, chat history and customer engagement data to improve their functionality. As more customers engage with their interface, the chatbots will be more adept at providing the feedback that keeps customers satisfied and increases their conversion rates. You can also use this data to improve other stages of your financial services funnel.
The machine learning algorithms the chatbots depend on is especially important for financial services professionals. The industry changes frequently for a number of reasons. New technology is always being released to make help customers get more reliable service. Although cutting-edge technology offers many great features, there is a learning curve for customers to use. They will often ask questions about this technology, which customer service experts can’t predict in advance. Chatbots need to be familiar with these questions and have responses to these concerns.
Financial regulations also change rapidly. Chatbots can use machine learning to identify common questions customers have about new regulations and develop responses to them.
Of course, chatbots are not perfect. You are going to need to monitor them over time and make modifications as needed. The good news is that you can always review past chat records to see if there are any scripts that need to be improved upon.
Excellent customer segmentation options to refine your service strategy
The financial services industry is incredibly vast. Many companies offer a wide range of services to customers of different demographics. These customers all have different needs. A 50-year old trying to catch up with their 401K is in a very different situation than a 25-year trying to setup their own investment profile.
Acquire understands that customer needs vary, so they have some excellent customer segmentation features. You can use these features to sort customers according to their needs and connect them to the customer service experts that are best suited to help them.
Using better analytics to monitor engagement with clients
More than ever before, financial service companies are highly dependent on web properties to engage with their customers. Due to the complexities of the financial industry and the myriad of customer priorities, it can be difficult to gauge their interest and engagement.
Acquire makes it much easier to measure customer engagement. It has a number of excellent customer analytics tools, which can help you determine whether customers are responding well to your offers or real-time customer service strategy.
Help customers with video and voice chat without needing third-party tools
You can use a number of third-party video and voice chat tools to engage with customers. The problem is that you can encounter a number of technical issues when you try dealing with multiple platforms at once. This is why it is good to have a customer service platform like Acquire, which offers those features on its own platform. Financial services professionals can use video chat to talk to customers live.
Acquire is great for improving engagement with customers and other financial service providers
Financial service providers are developing more collaborative business models, which rely extensively on sophisticated technology. Acquire has loads of tools that make this easier. They will probably add more features to their interface in the future as well.
Some of the best tools and features you will find within the Acquire.io platform include; sales and support bots, co-browsing, video/voice chat, campaigns, customer profiles and analytic data. You can learn more about each of these features below.
How much does Acquire cost?
Acquire has a number of different service packages with different costs. You can find more details on their site.