Banking & Insurance

Nickel improves customer experience with Visual IVR

Challenge

Nickel enhances customer autonomy with DialOnce's Visual IVR

Supporting strong growth while managing customer service volumes

Since its launch, Nickel has experienced very rapid growth. The company now has more than 2.5 million accounts opened and several thousand partner tobacconists in France, making it one of the most extensive banking networks in the country. This expansion naturally leads to an increase in the number of contacts handled by customer service.

Each year, the support teams receive more than 4 million calls. However, a significant share of these requests concerns simple situations that could be resolved without interacting with an advisor.

Nickel estimates that around 30% of calls do not require the intervention of a customer advisor. One of the key challenges is therefore to provide customers with simple and intuitive tools that make it easier to access available solutions and gain greater autonomy.

Nickel’s needs:

Improve the customer experience by enabling users to find answers more easily.
Increase customer autonomy through solutions accessible 24/7.
Reduce the number of contacts directed to customer service.
Decrease waiting times and call abandonment rates.

Better direct customer requests

A large share of Nickel customers spontaneously use the phone to contact customer service, without necessarily consulting the digital tools available to them beforehand, such as the mobile app, the customer area or the FAQ.

This situation creates significant pressure on support teams and increases processing times for certain requests.

The objective is therefore to help customers access existing solutions more quickly by guiding them toward the most appropriate paths for their request, while still allowing them to reach an advisor when necessary.

To achieve this

Visual IVR

To address these challenges, Nickel implemented DialOnce’s visual IVR to offer an alternative journey to customers who contact customer service by phone.

When a customer calls, they can receive an SMS containing a link to a digital journey. This journey allows them to specify the reason for their contact and directly access available resources, such as the customer area, the FAQ or other solutions provided by Nickel.

The objective is to combine the simplicity of the phone with the fluidity of a digital journey, in order to guide customers toward the solution best suited to their request while still keeping the possibility of reaching a customer advisor if needed.

The solution integrates into Nickel’s existing environment, particularly with Kiamo, the contact flow management solution used by the company to manage its customer service operations. The project was carried out in two phases: a specification phase to analyze the technical environment and business needs, followed by an integration phase including the interconnection of DialOnce APIs within the Kiamo IVR, the creation of automatic call qualifications to feed reporting statistics, and the implementation of new voice prompts.

The journeys were designed based on the most frequent customer requests, enabling users to be quickly guided toward the most relevant solutions. The platform then allows Nickel’s teams to evolve these journeys independently, without requiring specific development.

Thanks to the reporting tools and their 90 KPIs, the teams can monitor usage, analyze the performance of the journeys, and continuously adjust the scenarios to improve the efficiency of self-service and the overall customer experience.

Results

Self-care 18% Rate of calls directed to a digital pathway

Abandoned calls -50% Abandoned calls / calls followed by a request to speak to an advisor

Waiting time -1 mn Reduced waiting time

Contact -5% Number of customer requests / active customers

"DialOnce's Visual IVR has enabled us to improve the customer experience while helping to control our flows and therefore our costs. It's a tool that's perfectly adapted to our customers and their behaviors, because it combines the simplicity of the telephone channel with the fluidity of a web-based pathway. The result: customers are more autonomous and find the solution to their problem more quickly!"

Ilias El Basri

Head of Operations, Nickel

To go further

Nickel’s feedback

In this webinar, the teams from Nickel, DialOnce and Telsi share insights on the deployment of the visual IVR and the lessons learned after the first weeks of use.

They explain how the journeys were designed based on the most frequent customer requests and how the solution was integrated with existing tools to fit within Nickel’s customer relationship ecosystem.

The webinar also shows how the teams manage the evolution of the system using data. Reporting tools make it possible to track customer journeys and analyze usage behaviors through more than 90 performance indicators, which facilitates the continuous optimization of scenarios and improves the self-service resolution rate.

A study conducted with 300 customers who used the service highlights an overall positive perception of the solution. Users particularly appreciate the ability to quickly access information and find an answer without necessarily having to speak with a customer advisor.

The webinar also includes a live demonstration of the Visual IVR. Through a simulated call to customer service, the speakers show how the IVR suggests that the caller continue their request via an SMS containing a link to a digital journey. The customer then accesses a visual interface that allows them to identify the reason for their contact and be directed to the most relevant resources.

Finally, the teams share several perspectives for the future evolution of the system: