Having received more than a million calls in 2020 as a result of their growing success, Ma French Bank’s customer service department was looking for a solution to be able to answer all requests while maintaining the best possible customer satisfaction. To achieve this, the bank wanted a solution that would meet the first need of the customer – a quick response.
In addition, automation had become essential for their customer service because the indicators were not satisfactory in terms of quality of service and task processing capacity.
Ma French Bank wanted to have a tool that would enable them to respond quickly to the vast majority of customers who contact them and to have new KPIs in line with the objectives of the banking sector.