chatOUT Qorus Banking Innovation Awards 2018

mBank experience shows that automatic BOT can replace the standard marketing communication The decreasing number of answered outbound calls and read to send ratio were the main reasons to resign from the outbound calls and standard digital communication. What is more the success of our chat in online banking and growing customers expectation about the user experience were the impulse to use automatic chat as a marketing channel and transform mass marketing to one-to-one relation. People prefer chatting over e-mails and calls. In fact, chat provides higher NPS rates than any other type of interactions in Contact Center, we are also noticing a higher SR value when digital sales is followed by a chat. As a result, we are planning to cease generating any marketing calls to our clients in the next two years. chatOUT transforms customer experience by driving micro-level personalization of banking service. Our customers will be able to chat with chatOUT in each channel: mobile app; desktop banking; Web. chatOUT is a one person which provides human like experience who understands needs in a customer journeys. At any time, the customer can switch conversation to the chat with a consultant or order a callback Moreover now when we automatized some of the chat conversations we have the space to transformer our consultants team into a group of highly trained, experienced and customer-focused specialists. Project involves Contact Center, IT, CRM, Digital Communication, Security, Law & Regulation, Compliance.