At Emojot, I had the opportunity to witness firsthand how technology can significantly uplift customer service standards in the banking sector. Emojot’s collaboration with one of Sri Lanka’s top commercial banks to deploy a state-of-the-art Customer Complaint Management System is a testament to the incredible strides Emojot is making in enhancing customer experiences.
Feedback System Through QR Codes
We deployed Emojot’s Emotion Sensors—QR code-based surveys—across the bank’s branches nationwide. These QR codes are connected to a web app, allowing customers to complete a service satisfaction survey. This setup provided the bank with instant feedback on customer sentiments.
What makes this system unique is its responsiveness. Negative feedback triggered an instant alert to the bank’s customer experience team via Emojot’s Workflow Management (WFM) solution, ensuring that service issues were not only identified but promptly addressed. Each relevant branch manager received an email alert, and a ticket was generated for the issue.
Escalation for Unattended Issues
Accountability is a critical pillar of the system. If a ticket remains unresolved for more than two days, the matter is escalated automatically to a senior manager. This layer of accountability ensures that no complaint falls through the cracks, enhancing customer trust and satisfaction.
Expansion into Lead Management
As the system proved successful, the bank approached Emojot with a new challenge—to adapt the existing workflow to track potential leads through the same QR code surveys. Customers interested in the bank’s various services could now indicate their preferences directly through the survey. This data was invaluable, as it not only captured discontent but also potential sales opportunities, alerting branch managers immediately to follow up.
Overcoming Integration Challenges
Integrating these two distinct flows—customer feedback and lead management—into a single seamless workflow presented numerous challenges. As part of the customer success team, it was crucial to ensure that the integration did not disrupt the existing user experience while adding substantial new functionalities. The task demanded meticulous planning, robust design, and seamless execution, which our team managed to deliver successfully.
A Rewarding Outcome
The enhanced system not only streamlined complaint management but also turned every customer interaction into a potential lead-generation opportunity, significantly boosting the bank’s ability to offer personalized services. The success of this project is a shining example of how Emojot continues to drive innovation in customer engagement technologies.
This showcases the tangible impact of thoughtful technology solutions on traditional industries. As Emojot moves forward, the team remains committed to pushing the boundaries of what is possible, ensuring that the solution suite not only meets but exceeds the expectations of Emojot’s clients and their customers.
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