Live Chat for Banking | Case Study

Client

ABC Bank is a leading regional bank offering a wide range of financial services, including personal and business banking, loans, and investment solutions.

Challenges

ABC Bank faced the following challenges:

Long Call Wait Times: Customers experienced long wait times when calling customer service for account inquiries, loan applications, or support.
Limited After-Hours Support: The bank's customer support hours were limited,
Overloaded Call Centers: The bank's call centers were overwhelmed, with a high volume of daily inquiries.
Low Engagement on Digital Channels:, limiting customer engagement and satisfaction.

Solution

Implemented a live chat software solution integrated into Bank ‘s website and mobile app. The system aimed to provide real-time customer support, reduce wait times, and offer a seamless digital banking experience.

The solution included:

24/7 Availability
AI-Powered Chatbots
Multi-Language Support
CRM Integration
Live Website Visitor Monitoring
Live Bank Staff Monitoring
Transfer Files, Brochures in live chat conversation

Option to enter remarks at the end of Chat
Multiple Conversation at a time
Complete Chat History
Department wise routing
Customizable Disposition
Encryption based Secure communication

Results

By implementing live chat software, ABC Bank successfully enhanced its customer service capabilities, offering faster, more convenient support to its customers. The real-time chat functionality not only improved customer satisfaction but also increased operational efficiency by reducing call center volumes and empowering agents to provide personalized, high-quality service.

Our Testimonials

Aria voice logger is being used since 2010. Product is advantageous towards customer satisfaction. Service rendered towards any issues related is being attended immediately without delay. Thank You.

E. Prasad - Customer

We are using the voice logger product of Aria Telecom Solutions and we are fully satisfied with this product and services

Rohit Kumar - Customer

We are using the Dialer of Aria Telecom Solutions. Aria Dialer is being used since 2010. Product is advantageous towards customer satisfaction

Ramesh kumar - Customer

We have an installation set up of Aria PRI logger...As the device is used for Telephone Recording and successfully Aria Support Team has installed it very well. They provided proper training on this with proper assistance. Support Team Head Ms. Yogita Chabhra has successfully installed the system and its absolutely working fine without any hindrance... Sumit Nigam CP Branch Monarch

Sumit Nigam - Customer

We awarded comprehensive Annual Maintenance Contract for the year 2016-17 for Dial 100 Application at our two locations (Kashipur & Rudrapur) to Aria Telecom Solutions (p) Ltd. Aria Telecom upgraded the software & running the technology smoothly & trouble free. We are satisfied with your technology & support system. You as a relationship manager is very co-operative & always there for any help. Your technical team is also co-operative and has good knowledge of product.

Udham Singh Nagar - Customer

We are using Voice Logger of Aria Telecom Solutions Pvt. Ltd. We are fully satisfied with this product and we also appreciate support provided by Engineer of Aria Telecom.

Vikas Bhatt - Customer

As our company is using PCI based voice logger of Aria Telecom. Product is advantageous. We are fully satisfied with product and support provided by company. We also like to know about company's new products.

Rahul Kumar - Customer

I am using Voice Logger since 3 years in 5 different locations. Product is really good and the service they provide is on time.

Adarsh Verma - Customer

I am glad to share my feedback with you and convey to all concerned as well. I would like to appreciate Mr. Navdeep Chauhan and Aria Telecom as i contacted him and shared my issue he explained and well managed and make me understand about the process and further knowledge too . It is new experience for me and want to thank you from core of my heart for him ( Mr. Navdeep Chauhan) As per my experience he is very active on his work and full of experience and way to explain "Mentor". I have 15 years of experience in BPO and met many minds and experiences . He is one of diamond !! "Good Luck !! Thank you for coaching me you are a True Mentor "`

Ashwani Thakur IT Manager - Customer

Dear Team, I would like to inform that we always have received support & provide satisfaction resolution on highlighted concern from support team... Thanks All.

P S Team Leader - Customer

I would like to appreciate the level of customer service provided to be by Aria Support Team. After a call our issue has been resolved immediately. Really amazing customer service for the dialer!" Thanx for the best support.

Rajkumar Kumar IT Manager - Customer

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Ajay Ganguly Sr Executive - Customer