FINANCIAL

The best financial experiences enable customers and employees to engage across channels

Qmatic solutions minimise the actual and perceived wait times of customers, target staff expertise to customer's needs and offer targeted promotions, personalising every touch point to increase satisfaction and loyalty.

 

Mobile Application and Digital Signage

From online to onsite, inform and empower your customer

  • Internet and location-based mobile applications enable the customer to find a branch, schedule an appointment and prepare for the appointment before arriving on site

  • On arrival, the customer can check-in quickly via self-service kiosks, mobile devices or mobile concierge staff

  • While waiting, they remain informed about their upcoming appointment via mobile virtual queuing alerts and gain relevant insights from digital signage throughout the relaxed environment

  • At the end of the appointment, the customer is invited to provide immediate feedback about their experience using a mobile device equipped with a state-of-the-art Qmatic application

Smart operational tools help employees personalise each interaction

  • From the moment a customer schedules an appointment online, on their mobile device or via a call centre, employees have the information needed to prepare the right onsite or remote expert for a productive engagement
  • To maximize resource allocation and minimise waiting times, customers are segmented by service need and tracked via software that creates a full view of the current service situation
  • Mobile virtual queuing solutions equip employees to connect with customers wherever they are, keeping the customer informed and sustaining a higher level of productivity
  • Complete customer service history data is captured during every engagement, stored, and accessed through real-time dashboards to drive personalisation
  • Post-service customer feedback combined with wait time and transaction time data to generate the analytics needed for continuous operational improvements and a better customer experience

Mobile virtual queuing solutions

Download our eGuide

Read our eGuide on the Future of In-Branch Banking - a look at today's challenges, the changing role of the branch and what happened at a leading London bank when we connected the customer journey.

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