Pivotus provides bankers and customers alike with a chat platform to digitally interact in real time. “Our solution assists customers to take decisions related to major monetary events in their lives, be it for children’s education, private business, or health. This is the kind of relationship that we help banks build with their customers,” elucidates Ahmed.
Cementing the bankers’ relationship with customers, the firm offers a web-based workforce management application that allows personal bankers to view customer history and manage multiple chats simultaneously. The application provides the flexibility to bring in multiple support professionals on the same platform. For instance, if the customer needs advice on ‘debt consolidation,’ the live agent immediately introduces a subject matter expert with relevant knowledge.
Our solution assists customers to take decisions related to major monetary events in their lives, be it for children’s education, private business, or health
In additon, Pivotus assists banks with a comprehensive knowledge source to train their agents on how to incorporate empathy in conversations, use templates, and implement a marketing strategy to drive those conversations in a meaningful way. “We are not just a chat app platform that facilitates two-way communication. Our job is to create an environment for the personal banker to be truly supercharged and have the capability to predict and think ahead of time to meet the customers' needs,” expresses Ahmed.
As a case in point, Pivotus aided one of its clients to remodel their communication strategy to reinforce their relationship with customers. Instead of directing customers to the menu on their website or mobile application to find the products they needed, the bank offered a personal banker who helped customers through a live chat during each visit. Through Pivotus’ live chat platform, the client allowed their personal bankers to perform mundane and time-consuming documentation process on behalf of customers, making it easier for customers to buy the products they were interested in right from their comfort zone. As a result, the client witnessed an increased customer retention rate by nearly 34 percent after six months of onboarding customers using the live chat platform.
Continuing its streak of innovation, Pivotus plans to build a software development kit to integrate both outbound and inbound communication channels to empower agents to serve customers ubiquitously. Determined to augment the capabilities of agents, the firm envisions incorporating artificial intelligence (AI) algorithms into their platform to fathom patterns of customer behavior and recognize who they are talking to.