Digital bank Widiba provides customers with a truly personalised service, with dialogue through all channels, from phone and email to text and chat.
The challenge
Widiba’s vision – no ordinary bank – is fulfilled during the key moments of the Customer Relationship Cycle. They asked us to design an innovative ‘media centre’, one that could deliver a high level experience to customers on both voice and digital channels. Widiba’s most important aim was to innovate the CX, continuously improving Customer Satisfaction and offering an extraordinary experience.
Services provided
Our approach
With customers firmly in mind, we worked with the bank’s management to thoroughly understand their needs, their privileged contact channels, and the most appropriate tone of voice. One of the most important challenges was recruiting and training a team of young digital natives. We needed individuals who were capable of using the innovative media centre tools to their full effect, and truly able to establish empathic relationships with their customers.
Outcome
We jointly designed an IT platform that fully met Widiba’s strong multichannel requirements. We started with our Service Manager platform - our multisite, multichannel and multilingual contact centre platform - and built a reliable, SMS based measurement system to obtain immediate feedback. One year after the project start up, the daily satisfaction levels have constantly grown to rank Widiba in the top positions among competitors.
