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ItalianoItalian bank with a global presence in financial services.
Finance
Enhancing Digital CX for the foreign branches of Italy's first bank
Digital customer service for a banking institution
client information
achieved benefits:
Operational efficiency improvement: Integrating the CRM with Smile.CX INTERACTIONS centralizes contact tools into a unified embedded console, enabling efficient request resolution and seamless conversations.
Optimization of the customer experience in digital channels: Smile.CX INTERACTIONS facilitates smooth channel convergence, providing customers with efficient digital tools to interact with the bank.
Personalized attention based on customer segmentation: Smile.CX INTERACTIONS equips agents with advanced features to support customers, offering tailored tools that align with the level of personalization the bank aims to maintain for different customer types, from mass market to premium.
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success story
See what others are saying
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Travel
"We chose the right approach and we're seeing the results: from a quote process that took up to 10 minutes for a human operator to just 2–3 minutes with GAIA, which provides us with 3 solutions."
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BPO
"All this information in a single hub gives me, at any moment, a snapshot of the company. A real milestone. A single tool where, at any moment, with two clicks, I can see a snapshot of my company — it has changed the way I see daily work."
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RETAIL
"We started in 2022 with the goal of improving call center quality, and therefore our customer’s CX. In 2022, we were handling 2–3% of chats; today, we're at around 25–30%."
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