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Access Bank Plc

HomeAccess Bank Plc
HomeAccess Bank Plc
 Access Bank Plc

Access Bank is one of Nigeria’s leading banks with a very strong customer focus on customer service. They were looking for a true multichannel solution to support in executing their Digital strategy.

2 years after implementation, analysis has shown that Chat and Mail interactions have increased by 400% and they have not increased staffing. This has led to huge cost savings through increased efficiency. They now use eGain to support both web and mobile including SMS. There has been a huge focus on building a knowledge management culture to support agents and customers this has been the main efficiency and quality drivers.

Avante Consulting Solutions in partnership with eGain has driven and managed the digital strategy and transformation. We have seen a rise in first contact resolution, huge increase in customer adoption of digital communication as the preferred means of contact and better customer satisfaction numbers.

 

Core features

Email & Chat

Email & Chat escalations to agents .

Guided Help

Guided help and self service support for customers

Call Assistance

Articles for call answering assistance to agents

Active Knowledge Base

Up to date Knowledge Base for agents and customers.