Stanbic IBTC Pension

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 Stanbic IBTC Pension

StanbicIBTC Pension is the leading and largest private pension company in Nigeria. In order to service their large customer base efficiently and provide a better customer experience they engaged with Avante Consulting.

Avante partnered with eGain to deliver a strong multichannel and knowledge management solution. This included the use of online chat to help increase web customer engagement and reduce customer effort. Coupled with email management to provide automation and increase efficiency. These channels are supported by a Knowledge Base which ensures the consistency and quality of information provided to customers.

StaThe results have shown much lower agent effort and customer effort required in carrying out a transaction.


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.