Industry

Banking & Financial Services CX Solutions

OutPLEX provides multilingual 24/7/365 financial support solutions to banks, major lending corporations, innovative startups, investment firms, and fintech companies.

In a world of global markets and 24/7 cryptocurrency trading, customers in the banking and finance industries may need to reach out at any hour of the day for an immediate resolution or answer to their question.

While traditional voice services will remain a method of communication for customers who still choose to speak with an agent, digital messaging and automation have become increasingly popular solutions due to increased customer demand for instant information and flexible communication options. The good news? You do not have to choose one method of communication over another; OutPLEX delivers a full omnichannel contact center experience to allow your customer to decide the channel they prefer, which increases both customer satisfaction and retention.

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Why Invest in Digital CX?

For financial services, customer experience is just as important yet far more sensitive than it is in most other industries. An ever-increasing percentage of your customers want to conduct business online or through digital channels like texting and private messaging. At the same time, they need to know that your institution is doing everything possible to protect their data and still provide a safe, expedient customer experience.

Balancing both goals—privacy and convenience—is easier with the help of an experienced and pioneering vendor like OutPLEX. Our track record and client testimonials prove that we can:

  • Lower expenses: We already have all of the equipment, facilities, and staff necessary to implement whatever digital solutions you require. With these resources, your customer services may cost 40 percent less than if you tried to provide them in-house.
  • Increase efficiency: Digital channels and enhanced call center services allow you to help a greater number of customers in a shorter amount of time. This gives you the chance to expand your business. One of our clients, a regional telco company, grew to include 700 agents after contracting with us.
  • Reach your goals faster: We not only help clients define and prioritize KPIs, we help craft an effective plan for meeting their goals and make it easy to pivot to new goals when the original objectives have been reached.
  • Handle day-to-day management: You remain in command of overall messaging and strategy while we take care of routine operations. This includes training live agents and being on-call 24/7 to respond to technical issues.

How We Help Financial Institutions

Enhancing customer experience in financial services is an ongoing process. It involves:

Researching your customers’ needs and wants, as well as emerging technological and CX trends

Monitoring your current CX solutions for quality assurance and new opportunities

Improving old systems or adding new ones as customer expectations dictate

Identifying and attending to problems, especially potential security concerns, as they arise while causing as little inconvenience as possible

Revising your overall strategy and objectives as they become obsolete/you meet your goals

Continually repeating the above steps

OutPLEX can perform all of these tasks for you, allowing you to devote additional human and fiscal resources to other areas of your business. Your financial business has a serious responsibility to customers and their data: we help institutions like yours fulfill this responsibility in a seamless, cost-effective way that customers appreciate.

Start optimizing your customer experience today. Call OutPLEX at 1.866.531.5773 or click the button below. We provide the right solutions for businesses in all industries, including financial services.

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OutPLEX Can Start Helping You Today

Ready to learn more? Contact us at 1.866.531.5773 or using the form provided to learn how OutPLEX can save you an average of 40% on financial customer care.

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    Testimonial
    OutPLEX has proven to be a great partner since we launched our program over three years ago. They deliver great customer experiences and insights into how we can improve operational outcomes.

    — E-Commerce Director, Online Jewelry Retailer

    We had a need to scale quickly as our other provider was not delivering the level of CX our brand demands. OutPLEX, in a matter of months, was able to grow our program to 700 agents without sacrificing performance or quality.

    VP of Customer Care, Large Regional MSO/Telco Company

    The ability for OutPLEX to better understand our customer intents within our purchase flow was invaluable! In a matter of months, they were able to tune our Chat Bot to drive a 62% self-service rate with NPS equal to human assisted interactions.

    — Director of Operations,  Fortune 100 Home Improvement Retailer

    Outcomes

    When customers have a choice of channel, they often use messaging which provides a 78% higher open rate.

    78%
    Outcomes

    Migrating your customers to digital channels can save your organization up to 40% while increasing Net Promoter Scores.

    40%
    Outcomes

    One of the world’s largest cosmetics brands was able to reduce their abandonment rate to 1% while increasing sales by 53%.

    53%