Deflect 40% of Financial Institution Call Center Cases with Agentforce
Customer support plays a pivotal role in building trust and loyalty for banks and credit unions. Unfortunately, much of support teams’ time is consumed by routine issues like lost debit cards, forgotten passwords, and address updates. Together, these three categories comprise up to 40% of incoming calls—creating a bottleneck that distracts agents from higher-value customer needs.
Salesforce Agentforce automates and streamlines these common interactions to banks and credit unions to provide faster, more personalized service while reducing costs and improving efficiency.
The Big Three Call Drivers: A New Approach
1. Lost Debit Cards
Losing a debit card is stressful for customers and labor-intensive for agents. With Agentforce, the process becomes seamless:
- Instant Reporting: Customers report their lost card through an online or mobile channel, triggering immediate action.
- Automated Identity Verification: Agentforce validates the customer’s identity and processes a replacement card automatically.
- Future Account Protection: Personalized tips, such as monitoring recent transactions, are proactively shared to enhance security and prevent future losses.
Customer Results:
- Fast resolution builds customer trust.
- Automated workflows reduce call volumes and operational costs.
2. Forgotten Passwords
Password-related issues are a common frustration for customers and a repetitive task for support teams. Agentforce transforms this pain point into an opportunity for delight:
- Intelligent Troubleshooting: Agentforce identifies common login issues and securely guides customers through reset steps without requiring live-agent intervention.
- Proactive Security Recommendations: Customers are encouraged to enable two-factor authentication or other account protection measures.
Customer Results:
- Customers regain account access faster, increasing satisfaction.
- Resources are freed for agents to handle high-value interactions.
3. Address Updates
Updating customer information, like addresses, is another common support request that frequently requires multiple system updates and manual follow-ups. Agentforce automates this process:
- Seamless Workflow Integration: Customers can update their address online, with Agentforce syncing the new information across all relevant systems in real time.
- Accuracy Assurance: AI-powered validation ensures data is correct, eliminating manual errors.
Customer Results:
- Transcription errors are eliminated, as customers enter data for themselves
- Customers don’t have to wait in call queues, which increases satisfaction
The Business Value of Automation in Banking Support
By automating these three high-volume case types, banks and credit unions can achieve measurable results:
- Reduced Support Costs: Automation minimizes the need for live-agent intervention, cutting down operational expenses.
- Faster Case Resolution: Streamlining workflows ensures quicker disposition, boosting productivity.
- Stronger Customer Loyalty: Delivering fast, personalized, and proactive solutions builds trust and satisfaction, fostering long-term relationships.
Supercharge Your Customer Support with Agentforce
As customer expectations continue to rise, the ability to provide seamless, proactive support has become a competitive differentiator. By addressing the top three call drivers—lost cards, forgotten passwords, and address updates—Agentforce enables banks and credit unions to reduce call volumes, improve efficiency, and strengthen customer loyalty.
Ready to transform your customer support? Contact Fortimize today for a demo of Agentforce and see how you can equip your team to focus on what matters most: delivering exceptional service.
