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How to use Unblu for conversational customer support


At Unblu, we define conversational banking as using conversation to get to know customers and help them with important financial decisions. By leveraging certain digital solutions that increase opportunities for conversation, financial providers can multiply meaningful interactions with customers, streamlining their journey and reducing the time taken to resolve problems — with advantages for both customer and bank.

Integrating conversational banking tools — both collaborative and self-service — into your customer journey while retaining the safety net of human support has the potential to dramatically elevate the quality of your customer service, increasing satisfaction and loyalty while reducing costs.

Continue reading to learn more about one of these integrations possibilities.

Set-up and integration

The first stage in taking your customer service to the next level is integration. Install Unblu’s web application on your website to start engaging visitors.

Embed the application on each page of your banking website so that it can be clearly seen and accessed easily by all customers. Ensure the application appears correctly on mobile as well as desktop banking.

Unblu’s customer interface can be customized so adjust as necessary to suit your particular brand image, playing around with the look, feel, position, and size so that it integrates seamlessly with your company’s vision and voice.

Support with a safety net

Next, imagine a customer wants to conduct an everyday banking operation, such as making a payment, but they experience a technical difficulty. They can then start an interaction with a self-service bot, asking the bot their question and receiving an immediate answer — all in the intuitive form of a conversation rather than having to scroll through an FAQ page.

If the customer doesn’t get the answer they are looking for — or requires extra reassurance or guidance — they can transfer to speaking to a real agent. By offering self-service combined with a human safety net, banks can reduce costs and resolution times without any risk of leaving a customer without the help they need in that moment.

Shoot off a message

If the customer’s issue is less urgent and they are happy to wait for a reply, asynchronous messaging is a great channel for communicating directly with an agent in a way that is familiar, simple, and convenient.

The customer simply sends a message and waits for an agent to send a reply. The exchange is low-effort and cost-effective. For example, a customer might encounter a change of address request error or a bank statement download error — low-stakes problems that don’t require immediate resolution. Rather than waiting on the end of a phone line for an answer to their query, the customer can send a message to an agent who will reply as soon as they have time.

Time to level up

For more complex, urgent, or sensitive problems, a customer will likely want to speak to an agent in real-time. Some problems are too important to wait and customers will become frustrated if they don’t have the ability to transfer to talking to an agent as soon as possible.

For example, a customer might experience a problem with the two-factor authentication login system, which prevents them from making an urgent bank transfer. They will be worried and in need of reassurance. A problem like this requires fast assistance and a customer will want the sympathetic and personal help that can only come from a conversation with a real person rather than a chatbot interaction.

See what the customer sees

In these situations, embedded co-browsing can be initiated. Used in conjunction with either live chat, video call, or voice call, co-browsing gives a visual context to an exchange. The agent can see exactly what the customer sees and quickly identify the problem and work to resolve it.

By allowing for visual troubleshooting, co-browsing radically reduces resolution time. For example, a customer might not understand how to access certain information on their online banking portal. An agent can use the mark and highlight to point out the necessary details and walk them through the process. Unlike screen-sharing, the agent can’t see anything else on the customer’s screen and any sensitive information is shielded from view using field masking.

Get up to speed quickly

There is always the possibility that a customer might experience the same problem again. Having access to the customer’s conversation history means agents can scan back through prior exchanges and understand how the issue was resolved previously. This information will likely help them find a solution quickly and more efficiently, and the customer’s experience of the service is smoother. They don’t have to explain things multiple times to different agents. Access to conversation history also means agents or admin can access audit trails — necessary in the event of a claim and ensuring compliance with financial regulations.

Conversational banking & Unblu

Learn more about how Unblu’s innovative conversational banking software can transform your customer service by booking a demo today and someone from our team will be in contact.