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Client’s cases – Alfa Bank

Alfa Bank

9 червня 2020 року Альфа-Банк Україна оновив єдину платформу чат-підтримки та запустив базу знань для клієнтів на основі рішення компанії Zendesk, міжнародного лідера в постачанні рішень для клієнтської підтримки через цифрові канали. Розповідаємо, що вже доступно клієнтам, і як банк змінить клієнтський досвід в онлайні.

Alfa-Bank Ukraine updated chat support and launched knowledge base for clients

June 9, 2020 Alfa-Bank Ukraine updated its unified chat support platform and launched a knowledge base for clients based on a solution from Zendesk, an international leader in delivering solutions for client support through digital channels. We tell you what is already available to clients and how the bank will change the client experience online.

Updated online chat

The first noticeable change in chat support is already available to clients – the ability to send files to chat. In the next stages the bank’s team will expand the functionality and coverage of the service to other channels. Updated chat on Zendesk platform is already available: users of the mobile bank Alfa-Mobile Ukraine visitors of the official web-site of the bank users of web-version of online banking for entrepreneurs “OK, Alfa”. In the next stages the only chat support will be available in popular messengers Viber, Telegram, Facebook Messenger and other online services.

Knowledge Base

Unique knowledge base in question-answer format about Alfa-Bank Ukraine products and services is already available at help.alfabank.ua for individuals and help-biz.alfabank.ua for entrepreneurs. Knowledge base, unlike impersonal FAQ, or “frequently asked questions”, is based on real experience and questions from clients, coming in a single online chat. By analyzing customer questions and requests, support agents will enrich the knowledge base with useful articles, as well as improve the previously created body of information. The task of the knowledge base is to provide customers with an additional self-service tool, through which they can easily and quickly get verified information about the bank’s products and services at any convenient time, without wasting effort and time on correspondence with support agents or calling the contact center. “Alfa-Bank is a bank that is easy and pleasant to communicate with, without scripts and formalism. The transition to the Zendesk platform will allow us to improve the customer experience of online communication with the bank due to the ability to consolidate customer requests from all possible online channels, and customers – quickly get verified information about the bank’s products and services in self-service mode, “- commented the head of customer service development in digital channels Vyacheslav Skorbezh.