Rabobank

Passes one-million chat interactions milestone while using the power of mobile banking

Rabobank was seeing fewer visits to branches and more demand for digital banking services. Genesys helped the bank evolve and realign their contact centre strategy. Now, all customer touchpoints and communications—voice, web, chat and mobile—run on one platform, providing omnichannel management efficiency.

Insight into customer behavior also has improved. The bank can see, for example, which web pages customers are browsing—and ensure their inquiry is always routed to the best agent, either at the local branch or the central contact centre.

Customers enjoy seamless mobile banking with a personal touch. Using a unique contact button they can instantly engage with an agent without having to leave the Rabobank app or open a new window.

Benefits

  • Customers routed to best-matched experts with personal experience
  • More than 1,000,000 chat interactions
  • Overall satisfaction regularly exceeds 90%

Challenges

  • Realign service to maximise virtual banking opportunities
  • Give customers always-on, easy-to-use communication channels

When they use chat, they see the advisor’s picture. If they call, Genesys intelligence means they usually speak to someone in the same village or town who knows their local situation. So it always feels personal.

Henry van Veldhuizen, Unified Communications Product Manager, Rabobank

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