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Blog

Call Deflection: How to Reduce Customer Service Calls and Increase CX

by Michele Albertini | August 23, 2017

Reducing call center volume should be a priority for Contact Center Operation optimization. 

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Topics: customer experience, call center, call deflection strategy, call defletion, contact center automation, CX

What Are the Most Important KPIs for Your Contact Center?

by Gianluca Ferranti | August 17, 2017

Tracking Key Performance Indicators (KPI) in your call center is more than necessary if you want to make sure your contact center is performing efficiently and you are serving customers in the best possible way.

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Topics: call center KPIs

3 Ways to Optimize Your Call Center Back Office System

by Luca Cermelli | August 09, 2017

It’s easy to overlook back office efficiency in call centers since most of the focus is on the frontline operations.

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Topics: call center, call center back office system

Real-Time Collaboration: a Must-Have for Modern Banking

by Gianluca Ferranti | July 05, 2017

Banks today operate in age where the customers have more demands and expectations.

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Topics: banking customer service, realt-time collaboration

3 Powerful Vivocha Features for Mobile Customer Support

by Luca Cermelli | June 28, 2017

Smartphones have grown in importance in the last years and allow to complete various tasks while walking to work or taking a quick coffee break. This means that many of customers using your mobile app or visitors to your website will eventually require support while being on their mobile phone.

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Topics: customer service, mobile interactions, mobile customer support, vivocha features

SMS and Social Media: the Favourite Channels to Attract Millennials

by Michele Albertini | June 21, 2017

It’s inevitable. Millennials will have the biggest financial influence in the next few decades and today, we are already beginning to feel their increasing purchasing power. 

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Topics: live chat, mobile interactions, millennials and banking, social media

3 Key Benefits of Having a Customer Interaction Platform For Your Bank

by Gianluca Ferranti | June 13, 2017

You don’t have to be working for a bank to know that the number one reason a customer switches to another bank is because of bad customer service. 

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Topics: customer service, integrated platform, customer interaction platform, banks

Enhance Personal Financial Management Projects with Vivocha VideoChat

by Michele Albertini | June 07, 2017

Organizations that offer personal financial management services need to stay in close contact with their clients or risk losing business.

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Topics: banking customer service, video chat, financial management projects

Millennials and Banking: 3 Things Banks Can Do to Increase Market Share

by Gianluca Ferranti | June 01, 2017

Congratulations! You've finally made it. While most of those who work in the financial sector, or any sector for that matter, have chosen to hold millennials in contempt, you have become part of the growing movement that recognizes the potential of the millennial market.

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Topics: millenial market share, mobile interactions, banks, millennials and banking

3 Best Practices to Build Multi-Channel Customer Engagement in Banking

by Gianluca Ferranti | May 26, 2017

Any moderately competent marketing professional will tell you that customers are now spread throughout different communication channels and that it’s important to be where your customers are - even for customer support.

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Topics: multichannel customer engagement, integrated platform, banks, multichannel communications, video chat

3 Obsolete Communication Channels Still Used by Banks

by Luca Cermelli | May 23, 2017

Despite banks’ improvement of customer experience recently, there is still much to be desired as revealed in Capgemini’sWorld Retail Banking Report for 2016.

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Topics: communication channel, customer service, banks

Not only Live Chat; Choose Omnichannel Customer Service

by Gianluca Ferranti | May 18, 2017

If you are one of the banks that already adopted chat functionalities for your website, then that’s a good start. However, if you want to be able to cover the entire spectrum of channels where your online banking customers are, then read on!

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Topics: live chat, multichannel customer engagement, banking customer service

4 Reasons to Attract Young People to Banks

by Luca Cermelli | May 15, 2017

Like it or not, teenagers and especially those who are in their early 20s will be your future market.  By proactively making your bank youth-friendly, you will be regarded as their trusted partner in the future, instead of merely being something they have to deal with. But before we get into that, let's first get on the same page.

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Topics: customer engagement, banks, generation Z

How Vivocha Tackles Mobile Banking

by Michele Albertini | May 10, 2017

Mobile banking is important for giving customers on-the-go banking services wherever they are. That’s why you can’t ignore customer engagement even if you’re interacting with your customers through a mobile phone.

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Topics: online banking, customer interaction platform, online customer engagement, mobile banking

3 Reasons Why Online Banking Service Self-Care Fails

by Luca Cermelli | May 05, 2017

I’m sure the many advantages of self-service online banking have been covered at length all over the internet. But this isn’t one of those articles. Instead, we’ll discuss some of its pitfalls.

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Topics: online banking, customer experience, online customer service, banking service

Co-Browsing Benefits That Improve Online Banking Customer Service

by Gianluca Ferranti | May 03, 2017

Advancements in technology have brought a golden age for services - particularly customer service. One of the most powerful customer service tools we have today is co-browsing.

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Topics: online banking, online customer service, co-browsing benefits

5 Common Communication Mistakes Banks Make Today

by Luca Cermelli | April 26, 2017

Banking institutions are such integral parts of daily life that sometimes it’s easy to forget that they have their own worlds.

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Topics: digital native market., communication mistakes, banks, online customer service

2017 Online Banking Customer Service Trends

by Mktg team | March 30, 2017

Online banking has gone a long way since the early 2000s and now that it’s 2017, there are a lot of exciting new developments that we may not have expected then. 

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Topics: Blog, online banking, mobile payment, customer service trends

Top Reasons to Invest in Online Customer Service

by Mktg team | April 10, 2012

For our Italian customers, an interesting infographics about Digital Advertising, Online Shopping, and Conversion Rate. It’s never been more important to invest in customer service.

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Topics: News

Multichannel Customer Service – CallBack – Chat – VoIP

by Mktg team | February 16, 2012

According to a 2011 Forrester Consulting research, phone is still the preferred communication channel for Customer support. 79% of those surveyed declared to prefer a “voice conversation” considering it more efficient and fast than other channels.

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Topics: Blog, live chat, multichannel communications

Customer Service is Key to Boost Online Sales

by Mktg team | October 27, 2011

With online shopping becoming more and more popular these days — are you getting ready for Christmas season, do you — it’s critical for retailers to offer the best customer service possible.

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Topics: News, customer service, online customer engagement

The Short Life of Online Sales Leads

by Mktg team | October 22, 2011

In the next 10 years the eCommerce business is estimate to grow 5x the traditional brick and mortar market.

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Topics: News