Control at Retention
Strike a careful balance between online and offline interaction:
- 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.
- An immediate response is key as is the ability to chat with humans.
- Customers can easily access past loan history themselves from the main menu, instead of having to call or email to receive transaction information.
- 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.