Online chat and cobrowsing with consultant for corporates as a part of mBank CompanyNet platform Qorus-Infosys Finacle Banking Innovation Awards 2024
Submitted by
mBank
The mBank Group offers companies and individual customers a wide range of products and services to meet their financial needs. The mBank offer is complemented by leasing, factoring and a full range of brokerage services. The Group comprises also the mortage bank mBank Hipoteczny.
PolandCategory
Reimagining the Customer ExperienceKeyword
Customer experience, Operational excellence & efficiency, Customer service, Transformation, SME Banking, Contact center & Chatbots
Innovation presentation
Online Assistant is a modern solution that we made available to all corporate clients on the mBank CompanyNet platform in November 2022. In 2023 mBank was the only bank on the Polish market, that offered such service to corporate clients.
If clients need support, they can use the chat or, during a conversation with a consultant, additionally share their mBank CompanyNet system screen to receive professional remote assistance. Thanks to cobrowsing, the consultant can highlight step-by-step instructions on the client's screen.
Despite the popularity of chatbots, we decided that our clients would be assisted by consultants from the Customer Center - a unit in mBank that supports clients in their daily tasks. We have observed that this approach encourages clients to use our solution more willingly.
The service is becoming more and more popular. In 2023, over 5,000 clients contacted the bank through the Online Assistant services. During this period, we handled 14,000 interactions. The Online Assistant significantly speeds up customer service in the bank for inquiries related to the operation of products and services that the client uses daily.
The model of efficient, independent banking service for corporate clients in the current digital world is our priority. Digitization is one of the most important goals of our strategy, which is why we automate and simplify products and processes, ensuring that the customer can use them easily and intuitively.
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