Financial Services

CX Solutions For Financial Services

More than 125 financial services institutions such as American Express, Banknorth Group, Jackson Hewitt, Navy Federal Credit Union, and Western Union use RightNow’s financial services solutions, to deliver great customer experiences across the web, social, and contact center touchpoints. These critical frontlines are where customers are won and lost every day.

“RightNow promised that they would help us achieve our service goals, and they delivered. As a result, TD Banknorth continues to provide consistently exceptional service across all communication channels with extraordinary resource-efficiency.”

- Mark Ellis, Senior Vice President of eCommerce, TD Bank

RightNow’s Financial Services Solutions Build Loyalty

RightNow’s financial services solutions will help you acquire and retain clients in the face of heightened competition, commoditized offerings, and cost/budget constraints.

Improve Customer Care

Deliver a single, seamless conversation with clients across all communication channels–phone, online, email, web, chat, social media, or in person.
Monitor, respond, and protect brand in the social media “cloud”
Empower agents with complete visibility of past client interactions
Provide immediate access to the information required to help each client
Gather customer feedback and take immediate action
Support outsourcers, blended agents, and at-home agents with one application across all support organizations

Increase Revenues

Cross-sell and up-sell members/clients based on their interests
Provide critical information during the online purchasing journey such as interest rates, terms and service charges
Increase online conversions through live chat and co-browse
Grow institution and online traffic through segmented email communications

Drive Efficiency

Reduce inbound emails by 30 – 70%
Reduce or automate incoming calls by 10 – 30%
Reduce phone call durations
Reduce incident escalations
Reducing new agent/staff training time

Higher One

Higher One deployed RightNow CX to help students use online self-service to get immediate, accurate answers to their questions about Higher One’s services, resulting in a 96 percent self-service rate. In addition, Higher One’s customer service representatives can view a student’s entire incident history on a single screen, helping agents solve problems more accurately and efficiently. Higher One only had to increase its customer service staff headcount by 40 percent during a time of 100 percent business growth.

TD Banknorth

TD Banknorth leverages RightNow CX to quickly and accurately respond to customer emails, with over 97 percent of emails answered within 24 hours, with over 50 percent being answered within 6 hours. The online knowledge base has reduced email volume to the bank’s contact center by approximately 55 percent. This reduction, combined with the automation RightNow's CX solution has brought to email response management, allowed the bank to shift the majority of email customer service resources to other areas.

Navy Federal

Navy Federal supports the US Navy and Marine Corps and their families around the globe. By using RightNow CX, Navy Federal has dramatically improved its responsiveness to the e-mails received all hours from around the world. Within a single day of implementing RightNow CX Navy Federal experienced a 15 percent rate of questions avoided. They now are able to answer almost 50 percent of the 35,000 e-messages it receives every month immediately without any human intervention. It has also brought its turnaround time for e-messages down from three days or more to hours.

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