Streamlining customer service and rewards redemption for one of the largest credit card issuers in the Philippines

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Streamlining customer service and rewards redemption for one of the largest credit card issuers in the Philippines

Industry: Banking & Insurance

In today’s landscape, the quality of your customer experience can make or break a business. Any delays can stop an interaction dead in its tracks. Companies might need extra support to bridge the gap between awareness and implementation, particularly when it comes to digital platforms.

At Pointwest, we pride ourselves on helping companies overcome digital transformation challenges like these. With a proven track record of success, we’ve honed our expertise to be able to navigate even the most intricate digital interaction and satisfaction issues. So when one of the Philippines’ biggest credit card issuers partnered with us looking for a tech-driven solution that could enhance their digital customer experience, we were more than ready to take on that challenge.

Understanding the Challenge

We began this project several years ago, when the client was looking for ways to improve their customer service agents’ productivity. Repetitive tasks were eating up the team’s valuable time, making it challenging for them to dedicate their full attention to intricate customer issues.

In light of our client’s limited bank branch locations and hours, customer expectations for more convenient ways to manage their transactions and get answers to their queries were increasing. These situations greatly hampered customer satisfaction and potentially discouraged users from actively engaging with the company.

Our Solution

By leveraging our extensive background in the financial services sector, we were able to develop a solution that addressed this issue: a chatbot application that was integrated into their wide range of digital channels.

We assembled a dedicated team that partnered closely with the client throughout the project to help us better understand where customers were experiencing roadblocks. Together, we mapped out their processes, streamlined decision-making workflows for interactions, and integrated APIs within their banking systems.

Our talented developers were able to craft features for the chatbot that focused on creating a more user-friendly experience for their customers:

Apart from answering FAQs, we were also able to make services like card application, tracking, activation, and spend management accessible via the chatbot.
Secure and continuous access to the chatbot across digital channels like their website, mobile app, and Facebook Messenger.
The ability to initiate a conversation through the chatbot while automatically escalating to a live service agent for more complex issues ensures a smooth transition between the conversation and the information thread.
And the most recent feature was the integration of a more streamlined rewards redemption system into the chatbot. Users are now able to effortlessly redeem their rewards and utilize them for payments directly through the chatbot, eliminating the previous frustrations that they had to go through to do this.

The team then conducted rigorous testing to ensure the solutions that we developed addressed the client’s previously reported issues. We made sure that whatever features users were accessing on the chatbot, the experience was as smooth as it could possibly be.

Success Delivered

Our collaboration with this client began years ago with the chatbot implementation, and it continues to flourish. We were able to improve their customer responsiveness and engagement. It was also able to free up the customer service team’s valuable hours from handling routine concerns. This gave them more time to focus on complex issues and provide personalized support to customers when it mattered most.

Even the most customer-centric companies can struggle to keep pace with the ever-evolving needs of digital users. Pointwest helps bridge that gap by providing the tools and know-how to create exceptional digital experiences. From concept development to implementation, Pointwest offers a comprehensive suite of services that can accelerate your company’s path to success.

Ready to unlock the power of digital transformation at the speed of digital? Partner with us today and find out how our team of experts can take your business to the next level.