How has BNPP optimized the quality of its customer journeys?
Optimize customer contact paths
In 2017, BNP Paribas E&RE wanted to optimize its contact paths. To do this, it needed to know and measure its customers' contact intentions. Since requests from phone and digital channels are often siloed, the company wanted to gain a more comprehensive view of its customer journeys.
Objectives:
- Be innovative with employees and customers
- Promote the use of digital solutions
- Ensure optimum service quality 24/7
- Improve the quality of customer support
Choices
The DialOnce omnichannel orchestration platform has been deployed across all contact points since 2017. It is accessible from the contact page of the website and digital media such as PDFs.
To find out more about DialOnce's omnichannel agent :
In a sector where customer relationship expectations are high, structuring consistent customer journeys across all channels has become essential.
To learn more, read our white paper Customer Excellence & Omnichannel Orchestration.
