A leading and growing regional bank with more than $110 billion in assets faced significant challenges in its customer support operations. Despite handling an enormous volume of calls monthly, the institution that provides personal, small business, commercial and private banking services struggled with inefficiencies that affected its customer service quality.
Navigating tons of customer interactions
In an industry where customer satisfaction is paramount, the institution's call center was inundated with hundreds of thousands of calls every month, each requiring meticulous attention. The average handling time for these calls was 10 minutes, a significant portion of which involved agents manually inputting notes and tagging calls within the CRM system. This cumbersome process led to a mere 50% accuracy in tagging, with inconsistencies and missing notes further complicating the scenario.
The manual tagging and triaging system not only drained resources but also hindered the institution's ability to deliver prompt and accurate service. What’s more, the dependence on long, burdensome surveys for customer feedback compounded the issue, creating a reactive rather than proactive approach to customer service.
Embracing
unitQ for automation
In search of a solution, the institution turned to unitQ, the leading real-time customer feedback analytics platform. unitQ empowers companies with AI-powered, actionable insights from user feedback to help organizations craft high-quality products, services and experiences.
Learn more about how unitQ centralizes user feedback from all sources, including call center transcripts, and automatically groups it into thousands of granular categories to help organizations discover what matters most to users — all in real time.
By transcribing each customer support call and providing AI summaries in real time, unitQ brought a staggering improvement in tagging accuracy, up to 95%. The platform's skill-based routing and bulk response capabilities further streamlined the process, allowing for quicker and more effective issue resolution — with support for custom tags jumping from 100 to 500 categories.
Learn more about unitQ call center analytics, which transform call center recordings, customer surveys and conversation bots into real-time actionable insights to empower businesses to elevate their product quality.
Understanding customer pain points
With unitQ call transcription analytics, this regional bank with more than 400 branches could now analyze vast amounts of text verbatim from customers, extracting valuable trends and sentiments in real time. This advancement enabled a shift away from reliance on lengthy surveys, fostering a deeper connection with customers through insights gained from support interactions.
Setting new customer service standards
The partnership with unitQ championed a new era of customer service for the banking institution. Through the power of unitQ AI and machine learning, this leading bank saved $5 million in overhead costs, overcame its operational challenges, and also set new benchmarks for customer satisfaction and service efficiency. As the institution looks forward to the launch of its mobile solution, the foundations laid by unitQ promise to drive continued innovation and success for this bank and the industry as a whole.
Revolutionizing user feedback analytics
The institution's endeavor to launch a new mobile solution — and acquire real-time actionable insights from Google Play Store and Apple App Store user reviews — underscored the importance of a unified approach to customer feedback. unitQ provided the bank with a singular platform that captured and analyzed feedback from various channels — including chatbots, customer support calls and surveys — eliminating manual categorization and offering real-time insights. Spreadsheets are no longer being passed back and forth between staff and departments in order to try and uncover insights. That’s because unitQ automatically provides a real-time single source of truth for all user feedback to empower leadership, engineering, support and product teams to drive growth with hard data, not hunches.
Adopting unitQ marked the institution's transition from a reactive to a proactive stance in customer service. The platform's ability to identify early production issues and streamline feedback monitoring empowered the institution to address potential service disruptions before they affected customers.
About
unitQ
As the leading Quality Automation platform, unitQ empowers companies with AI-powered, actionable insights from user feedback to help them craft high-quality products, services and experiences. unitQ centralizes feedback from all sources and automatically groups it into thousands of granular categories to help organizations discover what matters most to users — all in real time. Category-leading companies like Spotify, Bumble, Pinterest, Udemy and HelloFresh rely on unitQ to drive growth, reduce churn and build brand loyalty.
With unitQ customer feedback software, including unitQ GPT, organizations can discover quality issues at the same time as their users. Know what product launches, releases or evergreen features are causing the most bugs or support tickets. Drill into the root causes of these issues by source, platform, device, customer segment and more.
Want to see how your organization compares to others? Get your free unitQ Score or book a unitQ demo today!
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David Kravets is Senior Content Marketing Manager at unitQ
