Control at Retention

Strike a careful balance between online and offline interaction:

  1. The chat interface allows Branch users, skeptical of a service -- the likes of which we take for granted -- to talk to a human and assure themselves it is real.
  2. An immediate response is key as is the ability to chat with humans.
  3. Customers can easily access past loan history themselves from the main menu, instead of having to call or email to receive transaction information.
  4. The transaction history is not hidden or hard to find – customers can access it directly from the main menu. The most important info shown upfront, with the option to see details.