Payments service Currencies Direct has partnered with German firm Userlane for a customer engagement platform designed for a more rounded experience than a chatbot.
Hardik Shah, Group Head of Product at Currencies Direct
The Userlane navigation system provides clear and actionable directions to customers, who will be able to navigate online features without moving away from tasks they are doing.
Hardik Shah, Group Head of Product at Currencies Direct, explained that the adoption aligns with its preference to provide customers with a range of support channels as the platform is ideally placed as a complementary channel to the existing ones, which includes phone, email and online chat.
“Many organisations have switched to virtual support through a chatbot. Our goal is to provide a frictionless and easy journey for our customers. After thorough testing, we found Userlane to be a more appropriate solution than the use of chatbots – particularly for customers who may not be digital natives.
“We’ve currently steered away from chatbots as they can add an extra barrier for users who may already be frustrated with their experience and are then forced to go through a chatbot screening process before being connected with a real human,” Shah said.
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Moreover, Userlane’s functionality will be used to increase customer satisfaction and overall retention, as well as reduce query calls, allowing the customer service team to create further value for customers.
Currencies Direct noted that initially, the functionality will be rolled out to help customers with making transfers, adding recipients, and viewing previous transactions. It also plans on running an ongoing evaluation process to assess the solution’s impact.
“As AI technology advances, digital service channels will continue to grow and may become mainstream – but we’re not there yet,” Shah said.
“Currently, combined with chat and phone support, Userlane offers our customers the most clear and concise help process – ultimately providing them with the highest standard of service, which is always our goal.”
