Providing a smart call button, you can enable it to be only active during working hours and according to customer segmentation. Compared to a phone number, you can decrease inbound calls by up to 80% and increase customer satisfaction by 30%.
It is a common business rule of thumb that 20% of your best customers generate will 80% of your revenue. This means that, although few the weight they carry within your business means they command attention. This importance to your business means you should always provide the best customer service and be available at the drop of a hat... right?
It is another well received wisdom that it can cost up to five times more to acquire new customers than retaining existing customers. In fact, it is possible this money could be saved just by providing good customer service for your 'gold' customers.
Possibly the easiest way to maintain contact with your premium customers is to help them call you without constraint and additional cost, no matter where they are in the world. Imagine how seamless this experience could be if such a call was available only to your best customers and integrated within your own mobile app?
Today, you have two options to provide this kind of smart voice service: a phone number or a digital call. Let's compare a phone experience with a digital call solution embedded in-app in a head-to-head battle with a comparison between two very nice apps for money transfer: Azimo vs another nameless FinTech app.
1) Customer service calls in-app:
Just a call button for Azimo [Call us], currentl disabled as this is outside working hours. In the other FinTech app we're also out of working hours (the red message makes it clear) but we can still click on the phone number and launch the call.
The Azimo call button is also visible only for premium customers, something which is not possible for the other FinTech app, as the phone number is visible everywhere on the site or in-app.
The final detail for in-app customer service calls, the other FinTech app shows the user ID (with a blue square) so that the user can read it to the agent for identification. With Azimo and SnapCall, this ID is transferred to the agent directly within the call. A time saving and superior user experience for Azimo in Round 1.
2) Customer service call interface in mobile app:
As the other FinTech app uses a phone number, we've now left the app and using a call through the iOS phone app. For Azimo, we are still within their app and the call experience is seamless.
Extra costs now also apply for the other FinTech app, which can be a bad idea if you're calling from outside your home nation, or overseas. This is especially relevant for money transfer apps which are often used outside the users home nation. The other Fintech also needs to buy local numbers, which can be extremely difficult and an operational nightmare.
For Azimo, all the calls are digital and answered by agents through Zendesk. So no need for local phone numbers and no extra call costs for the user. Round 2 goes to Azimo, easily.
3) Customer service call rating in mobile app:
At the end of the call within Azimo, the user is prompted to provide a rating. In this way they can check if the issue is resolved, track agent performance and user satisfaction in real-time and in context. I suppose the other FinTech app could send a survey by email, or prompt you next time you open the app. Who knows? But that's a final Round to Azimo and we'd have to say - a knockout when it comes to customer service.