Getin Noble Bank Offers Fast and Accessible Help with Comm100 Live Chat

Getin Noble Bank Offers Fast and Accessible Help with Comm100 Live Chat

Getin Noble Bank is one of the ten largest banks in Poland in terms of balance sheet total. It serves individual clients, the segment of small and medium-sized companies, local governments, housing communities and large corporations. The bank has a network of close to 300 own branches and franchise outlets. It regularly ranks at the top of the most important rankings for the quality of service to retail banking customers.

Partner Profile: Getin Noble Bank
‍Head office: Poland
‍Website: getinbank.com
‍Industry: banking
‍Partners: Unima 2000 IT Systems S.A. | Comm100
‍Solution: Comm100 Live Chat Results in numbers 500 live chats per month 4.5/5 CSAT scale 10-second wait time

The Challenge

Adaptation to the current expectations of the customer contacting the bank via digital channels

Getin Noble Bank (GNB) to meet today's customer expectations, faced the challenge of updating its communication strategy. A large part of the existing customers contacted the bank via telephone or through a visit to the branch. As noted by Bartłomiej Tarnacki from the Department of Reporting and Development CC at GNB “Today, the vast majority of customers need a faster and more accessible channel to make contact, without having to call the hotline or meet an employee at a bank branch.”

Getin Noble Bank has a broad target market, covering all ages and demographics. However, it was very important for the bank to increase interest and engagement among the younger generation, who prefer contact via digital communication, e.g. chat.

Why Comm100 Live Chat?‍

‍It is a very lightweight browser tool. It includes many essential features, including the ability to configure teams, roles, routing, etc. and access to a range of statistics. Importantly, most configuration options can be performed online without the need for server or application reboots. Comm100 can be operated by a person who does not have advanced IT skills, which is important both for employees responsible for direct customer service and for team managers in our Contact Center.

What did the bank gain by launching the chat channel?

‍Our main goal was to adapt to customer expectations and enable them to quickly contact the bank. Conversations conducted in chat are much less absorbing for our clients than traditional forms of contact. We also wanted to increase the attractiveness of our offer aimed at younger people, who are much more likely to choose this channel of contact. This is already evident in our statistics, which confirm that thanks to the launch of the chat, we have gained the opportunity to directly dialogue with a completely new group of customers.

Bartłomiej Tarnacki — from the Department of Reporting and Development CC at GNB

Locally powered, secure and compliant

The Bank is entrusted with the personal data (PII) of each client, which is why it must comply with a number of strict financial regulations. Any technology that a bank chooses to implement must meet the highest standards of security and compliance to keep customer data safe and their privacy protected. GNB needed an onsite deployable solution that met the strict requirements of the financial industry's data protection laws.

findings

Getin Noble Bank Cooperating with Unima 2000 Systemy Teleinformatyczne S.A. received advice and support in the field of advanced IT solutions, processing systems, ICT technologies and data analysis. Knowing the bank's expectations, after conducting detailed analyses, Unima 2000 Systemy Teleinformatyczne S.A. recommended Comm100 Live Chat solution, which has all the functionalities required by GNB. Appreciating the possibilities of the solution and the support received from Unima 2000 Systemy Teleinformatyczne S.A., Getin Noble Bank implemented Comm100 Live Chat.

Faster communication and increased satisfaction among the bank's customers.

The impact of Comm100 Live Chat was immediately noticeable in the customer service process.

By offering live chat, customers have received faster responses and the time to resolve their issues has been significantly improved compared to previous telephone contacts. This was made possible by fast, real-time chat and agent support tools such as message templates and file sharing.

Getin Noble Bank uses surveys available immediately before the start of the chat. They allow you to gather information about the client before starting a conversation, which streamlines contact and helps agents provide a more personalized service. Surveys ensure that the client is directed directly to the department that can best solve his problem, not being switched between consultants. After implementing the solution, the waiting time was reduced to just 10 seconds.

Establishing contact with a previously unattainable young audience

Comm100 Live Chat allows you to connect with a younger group of clients, which was difficult to achieve via phone, email or branch communication. The accessible and digital nature of the solution has provided GNB with a direct channel of communication with younger customers, thanks to which there is a noticeable increase in the number of customers of the bank among the young demographic.

We wanted to find a way to connect with a younger demographic, and Comm100 Live Chat gave us that opportunity. The channel is very popular with this group of customers, as it is a reflection of the “Digital First” strategy. Younger customers want to quickly ask a question, get an answer just as quickly and return to their previous activities.

Bartłomiej Tarnacki from the Reporting Department and CC Development in GNB

High security and privacy for bank customers

Comm100 is a leader in its industry. It offers solutions with the highest security standards required by financial organizations such as Getin Noble Bank. This guarantees the protection of customer data.

Comm100 Live Chat is PCI DSS compliant. All data in Comm100 Live Chat is also encrypted via HTTPS protocols using TLS encryption.

The Comm100 Live Chat platform is fully GDPR compliant.

Main Advantages

High quality of service thanks to personalization

Comm100 Live Chat allows us to offer personalized support to our customers. The platform has a chat history. Our employees can look at previous conversations in order to respond quickly to the bank's customers. In addition, we have integrated Comm100 Live Chat with CRM so that employees have even more access to information about the customer they are talking to. All these actions raised the level of customer service, and the agents themselves received the opportunity to contact the client at another, higher level.

Bartłomiej Tarnacki from the Department of Reporting and Development CC at GNB

Increase the efficiency of the work of agents

It is very important to us that our employees enjoy their work. We know that the technology they use is essential for this. We are happy to receive only positive feedback from our agents using the platform. Comm100 Live Chat is an easy to use and appreciated tool that our employees use to improve the speed and efficiency of their work. Our managers are very satisfied with the solution, as they can make its configuration without the need for advanced IT skills.

Bartłomiej Tarnacki from the Department of Reporting and Development CC at GNB

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