Digital Customer Service – ChatBot and Client Advisors Qorus Banking Innovation Awards 2022

Submitted by

Banco Guayaquil

Premium

04/10/2022 Banking Innovation

We developed a new customer service channel using bots, Facebook Messenger and Whatsapp, and quickly became the channel with the highest growth and satisfaction rate. We managed to migrate tens of thousands of our clients, accustomed to a more traditional form of banking, to a digital environment where they receive a partially automated and personalized customer service.

Innovation details

Country
EcuadorCategory
Reimagining the Customer ExperienceKeyword
Customer service, Contact center & Chatbots

Innovation presentation

Digital assistance from WhatsApp allows our customers to interact with a Chatbot from which they can manage their banking products, balances and documentation such as account statements and certificates eliminating the need to visit one of our bank offices or give us a call. Should the need arise for additional information not provided by our Chatbot, our customers have the option to speak with a customer service representative in a few minutes. Combining this experience, chatbot + customer service rep, has made us the channel with the greatest satisfaction in the Bank, reaching a score of 4.59/5 consistently.

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