Tinkoff Bank (Webim)

2020: Tinkoff implemented Business Chat Apple in a support service

On May 7, 2020 the Tinkoff company announced implementation of Business Chat Apple service in client support service. Now owners of devices of Apple can ask the question in support in 24/7 Tinkoff directly through iMessage, without coming into mobile application or Internet bank. Connection to this Tinkoff channel performs through the platform of online customer service Webim.

Business Chat Apple will become one more comfortable and fast canal of online communication for clients of Tinkoff with a support service in addition to a chat in mobile application and on the website Tinkoff.ru. Tinkoff operators in Business Chat Apple will answer all questions as acting, and potential clients, including on all products and services of an ecosystem Tinkoff. Also via Business Chat Apple it will be possible to submit the application for the products Tinkoff, for example, for design of bank cards.

To Business Chat Apple it is available in iMessage also on iPad, Mac and Apple Watch on condition of synchronization of iPhone with these devices of Apple and support of IOS 11.3 above.

To contact support of Tinkoff via Business Chat Apple, it is necessary to click on the phone number on the website Tinkoff.ru - the client will see the offer to use a chat in iMessage in which the current of minute will contact it the operator. In a chat it is possible to conduct dialogue with the employee of the bank, to send files, for example, to the photo, and for all links to products and services of bank convenient previews will be shown to the client.

All messages will remain on the user's devices - they will be able easily to find necessary information if requested it earlier. Clients at any time will be able to continue dialog with support of Tinkoff in a convenient format directly from iMessage.

Operations on money transfer and other actions with the maps and accounts requiring the raised security level can also be carried out via Business Chat Apple after verification of the identity of the client.

2017: Implementation of the chat-bot

In 2017 Tinkoff Bank implemented the chat-bot in a chat on the website. Specialists of Tinkoff Bank were engaged in development of the chat-bot, and Webim on the basis of Webim API integrated it into a chat.

Bot helps to achieve two objectives:

• Increase a customer loyalty. Clients can receive the answer to the question instantly at any time.
• Reduce the price of customer service. Bot answers standard questions of clients and unloads operators.

The client begins to write a question in a chat, and the bot "prompts" several options of questions. Thus, the visitor does not need to finish a question independently. Then the bot instantly answers a question or transfers dialog to the operator if does not understand what it is asked about.

At the end of 2017 such hints added also to mobile application, reported in Webim company.

On other party the operator of bank at the answer in a chat also receives the hint from a system which it can accept as the complete answer, to edit or refuse and write the answer completely. Such approach accelerates an algorithm of customer interaction, noted in the company. Oliver Hughes, chairman of the board of Tinkoff of Bank

We constantly improve our service, we connect new channels and we finish existing. Steadily working system is important for us, an opportunity it is easy to integrate our developments and to quickly receive the answer from technical support. All this Webim provides to us several years. Alexey Vyazmitinov, business analyst of Tinkoff of Bank

Business effect

• 25-30 thousand addresses come every day to Tinkoff Bank through digital channels;
• Up to 400 operators at the same time process addresses from digital channels;
• About 2/3 questions where the hint of a bot was selected, pass without participation of operators (a bot select approximately in 5% of chats).

Performance indicators of work of Tinkoff Banka operators:

• customer satisfaction service quality,
• address processing speed (total time of dialog).

After dialog closing the client estimates work of the operator on a 5-mark scale. On the basis of these data the customer satisfaction is estimated. Processing speed of addresses is traced, first of all, after completions of service or at the test of new settings.

Daily Tinkoff Bank receives a huge number of addresses through digital channels. It allows to raise a customer loyalty as:

• all history of addresses remains therefore operators do not need to ask the same questions to the client every time;
• the client can address to the company through the comfortable canal at any time;
• sometimes clients send documents or a screenshot of the screen directly to a chat that accelerates the solution of a question;
• the subfantastic bot answers instantly, it is not necessary to write a question from beginning to end and to look forward to hearing from the operator in queue.

2014: Implementation of Webim service

In 2014 Tinkoff Bank for connection of text channels selected Webim company. Especially for bank on premises (at capacities of bank) the version of Webim service with special design and functionality was developed and implemented. On a response of the customer, implementation of text channels allowed to raise customer satisfaction, they can address to bank via the channel, convenient for them (website, the application, messengers, social networks) at any time and to quickly resolve an issue.

With the help of Webim service the operators process addresses from:

• Chat on the website
• Chats in three mobile applications
• Telegram
• Viber
• Groups of VKontakte
• Facebook Messenger

Whatever communication channel selected the client, it will be answered by the qualified employee which has an access to all history of appeals to bank.