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Des Moines, IA., January 1st, 2004 - CustomerVision Inc., a leading provider of online marketing and customer service solutions for community financial institutions, announced today that MWABank, has launched a new online customer Answer Center based on CustomerVision technology.
CustomerVision's web-based customer service solution is available to MWABank's customers through the Answer section of MWABank's web site. In the Answer Center, customers are able to browse through the answers to commonly asked questions and view easy to follow information on taking full advantage of the banks products and services. From the Answer Center, a customer can also easily submit a question to MWABank using CustomerVision secure email workflow.
"With our CustomerVision Answer Center technology we have been able to have a substantial impact on the number of customer service requests that are handled over the web. The banks that take advantage of our solutions can spend more time cross-selling and up-selling their customers because we enable them to automate the answering of basic customer service questions," said Cindy Rockwell, president of CustomerVision.
"Part of enabling banks to use customer service as the basis for increased sales and retention is providing easy and efficient access to answers to common questions and freeing up time for higher value communications with customers."
Existing deployments of the company's self-service environments have shown a significant reduction in customer service phone calls and an increase in self-service usage and customer satisfaction, according to CustomerVision.
"Online banking customers want online customer service options," explained Steve Ollenburg, MWABank's President. "Online customer service is only effective when it's easier and faster to get answers online than over the phone. CustomerVision's solution is unique because it takes into account the need for answers to be enhanced, improved and brought up to date on a regular basis."
"The growing importance of online banking is very apparent. Every year more customers conducting more bank business online and they are looking for information and support online as well," said MWABank's Ollenburg. "We believe it is vital to provide the same great customer service and product information over the Internet that we do over the phone or in person."
A report from Jupiter Research found that 18.9 million households viewed and paid bills online during 2003 - up from 12.2 million in 2002 - and the figure is expected to soar to 60.6 million by 2008.
About CustomerVision Inc.
CustomerVision's powerful, easy to use software combined with our expertise in sales and marketing have enabled customers ranging from large multinational corporations to independent professionals substantially improve their sales, marketing and customer service effectiveness.
Press Contacts:
Brian Keairns
CustomerVision Inc.
(515)250-9478
brian@customervision.com
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