Real-Time Customer Engagement
Fully compliant automated chatbots were developed to lead early-stage outbound-SMS-messaging. This starts customer conversations with a view to resolving issues during a messaging conversation with an agent or flagging a site visit. Eliminating the pressure for customers to talk to agents resulted in customers responding with more consideration given to their responses.
Adding 'I&E' and 'Change of Circumstances' conversational form functionality enabled agents to send conversational forms during a messaging conversation. Customers have the option to discuss payment plans and fill out required forms. Agents are now only calling to customers they need to, with home visits being shorter and less costly.
Transitioning to Agent Remote-Working
With the onset of the pandemic, Hoist Finance successfully transitioned their agents to home working and messaging over WhatsApp in a matter of days, with minimal impact on operations or customers.
To get up and running the company needed to add lots of remote agents, which was done in less than an hour. Initially, a changing IP issue was impacting agents’ ability to log-on. This was overcome with some quick development on an IP Subnet. An accomplishment which even the Hoist team were amazed at given the situation facing the company and the country. The team were back conversing with customers over WhatsApp messaging and seamlessly managing higher than usual customer queries in no time.
"This product launch is an important step towards becoming digital and finding solutions that fit the modern customer. With WhatsApp being the most popular messaging platform in Italy, I’m convinced that our customers will appreciate that they can now communicate with us through their favourite platform"
Emanuele Reale | Hoist Chief Operating Officer