Call Center deflection is just the start
Cutting costs can be an essential part of creating a healthier bottom line. But when it comes at the expense of customer service, it really may be only a short term solution. The Lynq digital engagement platform handles this baseline need and redirects call center volume to be directly handled by the personal banker or even by the built-in configurable AI. And since the banker and customer engagement is asynchronous, this means requests can be handled when the time is available and scalability can be achieved, versus the need for a large call center handling synchronous communication. But cost reduction is just the beginning.
Personal connections open the door
When customers feel like they are known as individuals and have one point of contact for all of their banking needs, they feel special and listened to. This opens up the opportunity for more transparent communication and understanding your customer and their needs. These conversations move from transactional to relationships.
People want to get help from the people they trust
Customers will feel much more secure in asking for help when they feel like they can reach out to somebody who knows them; who they’ve established a relationship with. These opportunities to upsell or cross-sell new products and services would not present themselves through a call center; but they do with the personal engagement through Lynq. Customers can initiate the request or bankers can be proactive and reach out to their customers through the platform.
Download the case study
We love our service and can talk about it all day, but seeing real proof from real clients about how they are benefiting from the service is also incredibly valuable. Download this case study to find out how Rockland Trust ($20B out of Boston) has digitally engaged more than 20,000 of their customers in just 90 days with Lynq.