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MCC Banking has launched an innovative multichannel support center that will operate 24/7, designed to provide personalized and continuous assistance to its customers across various digital platforms. This advancement represents a significant step in customer service, a crucial aspect for any financial institution.
The new infrastructure integrates multiple communication channels, including live chat, video calls, email, social media, and phone support. All of these options will be available in real-time, ensuring that users receive the help they need at any time of the year.
The “Digital Banking Customer Experience Report 2023” by Accenture reveals that 66% of financial services users desire seamless interaction across all support channels. In response to these expectations, MCC Banking has eliminated wait times and improved efficiency in resolving inquiries.
Peter Van Louse, Vice President of MCC Banking, highlighted the significance of this advancement: “Our multichannel support center is not just a technological improvement; it’s a paradigm shift in how we engage with our customers. We want them to feel supported at every step of their financial journey, regardless of the day or hour.”
The new system combines human support with automated assistance in over 10 languages, offering personalized responses tailored to each customer’s history and preferences. It also includes an automatic escalation mechanism that redirects complex cases to specialized agents, ensuring continuous interaction through synchronized conversations.
In a pilot phase held in Germany, Chile, and Nigeria, the center demonstrated its effectiveness by reducing response times by 58% and raising customer satisfaction by 45%. This success is built on advanced technologies, including natural language processing and artificial intelligence, ensuring speed, accuracy, and contextual relevance in every interaction, all while complying with strict data protection standards.
Customers registered for MCC Banking’s digital banking will be able to access the new service without any additional installation, as it is compatible with all devices.
With this initiative, MCC Banking positions itself as an international leader in digital banking, reaffirming its commitment to innovation and the continuous improvement of the customer experience.
Referrer: MiMub in Spanish
