Chapter 5
Before you invest in any new technology, you need to have well-defined goals and expectations. Live chat and AI chatbots are no different. While there are many vendors out there that offer live chat or chatbot services, we recommend that you select a vendor that does both for easier implementation, training, and execution.
Here are 5 factors you need to consider when evaluating vendors.
Quality platforms will allow your financial institution to engage personally with a client based on their geography, interaction history, account status and more. Personalization is crucial for financial institutions to build stronger relationships with their clients.
Questions to ask about…
Your agents will use the platform every day, so it must enhance their ability to do great work without needing lengthy training or workarounds. 98% of organizations state the agent experience (AX) is a key part of any successful client experience strategy, so any good platform needs to appeal as much to the agents as the clients.
Questions to ask about…
The right platform should be versatile enough to contribute to each of your financial institution’s target metrics and flexible enough to adapt to any technology stack through integration and configuration options.
Questions to ask about…
Quality conversations build stronger relationships, but that shouldn’t be at the expense of efficiency. Organizations need to make sure they’re taking full advantage of a platform’s more advanced capabilities like file sharing, co-browsing, and more, to provide quality interactions through tactical, interactive experiences that fuel greater client satisfaction.
Questions to ask about…
Safeguarding client data will always be non-negotiable for financial institutions. Good platforms should have multiple layers of data protection and compliance with data standards like ISO 27001, GDPR, PCI, and more.
When evaluating chatbot vendors, it’s important to decide if you’re looking for a service or a tool. While there are vendors which can build a chatbot for you, ideally you want one who can advise on best practices, while enabling your team to build the chatbot along with other self-service resources. That’s the way to achieve the best ROI over time.
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