Credito Cooperativo Romagnolo has optimized its communication and sales support services thanks to Interacta

The challenge

Manually managing requests was just a waste of time

Before Interacta, consulting requests were processed one by one by the marketing team, who identified the consultant to whom they would be assigned via phone calls and emails. The process, from the arrival of the request to its resolution, could become long and expensive . Furthermore, it was difficult to monitor the progress of the requests.

The solution

Interacta becomes the right hand of the bank's virtual assistant

Interacta has been integrated with the Sophia virtual assistant, which answers customer inquiries on the company website and WhatsApp. While the chatbot handles common questions, personalized advice requests automatically pass to Interacta, where the marketing team can take them on and communicate them to financial advisors.

How CCR uses Interacta

Receiving the request

A dedicated community has been created where requests are recorded and classified using hashtags. Every time a new one arrives, a post is created and all users of the marketing team receive a notification.

Manage it in an instant

In each individual post, the marketing team and consultants can collaborate with each other in the comments section. This way, various emails and phone calls are eliminated at the source.

Track results over time

With Interacta, everyone is aligned on new requests , those that have already received advice and those still to be managed. This data can also be consulted in dashboards and customized reports , which can be analyzed to optimize marketing activities.

Results

Increase customer loyalty and get same-day resolution of requests

Thanks to Interacta, the quality of service and customer experience of CCR customers have improved significantly. In addition, consultations have become even more targeted following the analysis of requests.

Over 4000 conversations tracked that would otherwise have had to be handled manually

In the first 16 months, +4,100 conversations were recorded. The most complex requests that required the intervention of a consultant or a salesperson were automatically forwarded to Interacta and successfully managed.

The perfect union between two tools

Interacta, integrated with the virtual assistant Sophia, has allowed us to obtain:

• greater ease of management, alignment and traceability with respect to the progress of requests
• an automatic passage of requests from the site to the marketing team and from marketing to consultants
• the reduction of time and costs thanks to the reallocation of resources from ordinary requests to more strategic consultancy.

Strengths

The @ mention feature which allows you to notify people in real time. Much faster than a message or a call.

The ability to attach documents and images to request posts. This way, anyone can view and search for them at any time on Interacta, saving time.

Never again without

Never again without Interacta because responding promptly to customers is a fundamental part of business but also one of the most difficult to manage well.

Optimizing this process has allowed CCR to focus on what really matters: the consultancy itself and the human relationship with people. All managed quickly as expected.

Value for business

Thanks to the new request management via Interacta and the integrated chatbot Sophia, CCR has improved both its online customer services and the direct relationship with its consultants.