Raiffeisenbank：利用 WhatsApp 改善客户服务并节省成本
技术
- 平台即服务 (PaaS) - 应用开发平台
适用行业
- 金融与保险
- 电信
适用功能
- 销售与市场营销
用例
- 实时定位系统 (RTLS)
- 时间敏感网络
服务
- 系统集成
关于客户
Raiffeisenbank (RBA) 是最值得信赖的银行之一，专门为私人和企业客户开发金融解决方案。 Raiffeisenbank International 集团在全球银行业拥有 120 多年的经验。
挑战
澳洲联储在客户电话上花费了大量资金和资源。该银行的客户联络中心使用免费电话号码，虽然这些电话号码可以免费拨打客户电话，但给 RBA 带来了相当大的成本。由于客服人员花费大量时间与来电者打交道，因此银行联络中心客服人员的工作量非常繁重。这导致拨打免费电话的客户等待时间较长。该银行还认识到，他们的客户希望使用不同的直接参与渠道来避免排队等候。
解决方案
RBA 认可 Infobip 为合作伙伴，该合作伙伴拥有将 WhatsApp Business Platform 集成到当前联络中心通信套件中的专业知识。添加 WhatsApp 为他们提供了客户积极使用的即时、可靠且安全的渠道。这使得能够以快速、方便和可靠的方式发送交易消息和时间敏感的通知，同时还允许银行客户直接与 RBA 进行沟通。该渠道的成本只是出站免费电话号码价格的一小部分，并且集成快速且简单。
运营影响
数量效益
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