To encourage self-service journeys, Crédit Foncier relies on the features already available on its website and within the customer portal. The objective is to make these services easier to access so that customers can complete certain tasks directly online, without systematically contacting customer service.
Customers can, for example, download an amortization schedule, update their banking details or access information related to their loan. Making these services more visible and easier to access therefore becomes a key lever for reducing requests related to the most common inquiries.
As Célia Mosca, Head of Customer Relations at Crédit Foncier, explains, the main challenge is to help customers make better use of the resources already available online.
“Helping customers take ownership of our website.”
To support this approach and make access to these services easier during phone calls, Crédit Foncier implemented a visual IVR that guides customers toward the online processes available and simplifies access to existing digital journeys.
Crédit Foncier deployed DialOnce’s visual IVR to make digital services easier to access during phone calls.
With Visual IVR, when a customer contacts customer service from a mobile phone, a digital interface is sent by SMS, allowing them to access several online journeys directly. Customers can therefore more easily find the information or services they need and complete certain tasks on their own (self-care). The objective is to make these services more visible and easier to access at the moment customers need them.
Beyond providing access to online services, visual IVR also helps the company better understand how customers interact with customer service. Usage analysis makes it possible to identify the paths customers take, the processes they are looking for and the moments when they choose to contact an advisor. These insights give teams greater visibility into customer behavior and gradually help identify opportunities to improve how contact points are organized.