Case Study bob Finance

bob Finance - fast and competent answers lead to a unique customer experience.


With a focus on simple communication channels and fast response times, bob Finance AG was able to meet customer demands for intuitive and personal communication.

"We reduced response times and communicate easily, securely & quickly with our customers."


With a focus on simple communication channels and fast response times, bob Finance AG was able to meet customer demands for intuitive and personal communication.

With the help of a web chat on www.bob.ch, customers and interested parties are offered another communication option via which they receive a response in record time within defined time windows. Inquiries outside of service hours are recorded and can be processed quickly and conveniently afterwards.

The tool's ease of use and the option of using standard answers to frequently asked questions enable customer advisors to competently process inquiries within seconds, making chat consulting increasingly popular with customers and employees alike.

This is reflected in falling bounce rates and, with over 15,500 customer queries per year, leads to significantly higher contract conclusions.

The goal of bob Finance is to use modern messaging solutions to align customer communication with today's most widely used form of communication, thereby sustainably increasing both customer satisfaction and customer loyalty. We are pleased that Serviceware is able to convince with a high degree of flexibility, customizing options and data protection.

Some of the most important results at a glance

  • Profile

    A subsidiary of the Valora Group, bob Finance AG combines reliable financial solutions with modern technical convenience to make life easier for its customers.

  • Solution

    Web chat: a chat option on the bob Finance website allows customers and prospects to contact us directly without changing the channel.

  • Challenge

    The goal of bob Finance: to move away from complicated communication channels to a simple and personal channel with short response times.

  • Result

    The low barrier to contact and the fast response times of the consultants lead to a convenient customer experience. The simple, intuitive dialog with bob helps build a relationship with the brand - even before a contract is signed.

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