Formerly known as the Royal Bank of Scotland, NatWest Group serves 1.8 million consumers and over 110,000 business customers who visit the company’s knowledge base 2.5 million times per month. Over 30,000 customer service agents are needed to answer the 650,000 to 700,000 questions they receive per month.
Before turning to the Genesys DX solution, NatWest Group used an entirely manual process to field a huge amount of customer inquiries. And any data from these interactions was captured in an Excel file. If an agent didn’t know the answer to a question, they’d have to stop their workflow to speak to a team manager, and then return to the customer with an answer. This time on hold frustrated customers and translated into increased customer support costs for the company.
NatWest Group needed an intelligent knowledge management platform to help contact centre agents resolve customer issues more efficiently.
The company’s top strategic goals were:
- Focus on digital-first engagement
- Reduce customer complaints
NatWest Group chose the Genesys DX solution to power their knowledge base because it instantly gives agents contextual information about the customer and presents relevant solutions to agents on the spot. Agents no longer have to remember answers to every question or place customers on hold to seek more information.
NatWest Group first implemented the solution in a sandbox testing environment to see how it would work, and to build a critical mass of content to use in the real world. The company used the platform’s labeling feature — a simple and straightforward way to organise content in the knowledge base. Using the labeling tool freed up time for management so they could focus on optimising the type of content the company was creating.