Revolutionizing E-commerce Customer Service with Advanced Contact Center Solutions

September 7, 2023

by adebowalepro with No Comment Buying Complaints Management Module Contact Center Automation Contact Center Solutions Digital branches Digital Marketing E-commerce e-shopping ecommerce shop Entrepreneurship Marketing online sales online shopping shopping Small Business virtual shopping

E-commerce (electronic commerce) is the buying and selling of goods and services, or the transmitting of funds or data, over an electronic network. Because it is a remote engagement, there are some key challenges faced by the e-commerce industry which are not limited to high volume of customer inquiries and requests, greater customer expectations, efficient customer service, and quick response across multiple channels.

Since customers are not patient to tolerate any delay bearing in mind that they have many options, one-third of customers will switch companies if they have just one bad experience.

Embrace all-in-one omnichannel contact center solution for your e-commerce company to deliver first class customer service and enhance customer satisfaction.

In the fast-paced world of e-commerce, providing exceptional customer relationship service is a critical factor that sets successful businesses apart from the rest. With customers becoming increasingly reliant on online shopping, the need for effective and efficient communication between businesses and their customers has never been more important. This is where advanced contact center solutions step in, transforming the way e-commerce businesses interact with their customers and enhancing the overall shopping experience.

The E-commerce Customer Service Challenge

E-commerce businesses face a unique challenge: how to replicate the personalized, face-to-face customer service experience that traditional brick-and-mortar stores offer. As customers browse through online stores, they might encounter uncertainties about products, have questions regarding shipping and returns, or need assistance with their orders. Providing timely and accurate information in these moments is crucial for customer satisfaction and loyalty.

We have the Advanced Contact Center Solution

Advanced contact center solutions offer a comprehensive and omnichannel approach to e-commerce customer service. These solutions go beyond traditional call center and encompass a range of communication channels, including phone, email, live chat, social media, and even AI-powered chatbots. Here’s how these solutions revolutionize e-commerce customer service:

Omnichannel Support: Customers today expect to communicate through their preferred channels. Our advanced contact center solution integrates all these channels into a unified platform, enabling seamless transitions between them. This ensures that customers can start a conversation on one channel and continue it on another without any loss of context.

Personalized Interactions: Our Contact center solutions incorporate customer relationship management (CRM) systems to store customer information and interaction history. This empowers customer service agents to provide personalized assistance, addressing customers by their name, understanding their purchase history, and recommending relevant products or solutions.

AI-Powered Chatbots: AI-driven chatbots are becoming increasingly sophisticated. They can handle routine inquiries, provide instant responses, and guide customers through simple processes like tracking orders or checking product availability. This frees up human agents to focus on more complex issues.

Data-Driven Insights: Our Contact center solutions gather and allow access to wealth of data from customer interactions. Analysing this data can reveal insights into customer behaviour, common pain points, and areas for improvement. With the report, bbusinesses can then fine-tune their strategies to better serve their customers.

Scalability: E-commerce businesses experience fluctuating levels of customer inquiries, especially during peak seasons. Cloud-based contact center solutions offer the flexibility to scale up or down based on demand, ensuring that customer service remains consistently responsive.

Efficiency and Productivity: Automation features and intelligent routing ensure that customer inquiries are directed to the most appropriate agent or channel, reducing resolution times, and increasing overall efficiency.

Benefits for E-commerce Businesses

Implementing our Sophisticated Omnichannel Contact Center solution would help your business in the e-commerce industry provide seamless support throughout the customer journey. An advanced contact center solution brings numerous benefits to e-commerce businesses such as:

Enhanced Customer Satisfaction: Swift and accurate support leads to happier customers who are more likely to return and recommend the business to others.

Improved Loyalty: When customers feel valued and heard, their loyalty to the brand strengthens.

Operational Efficiency: Efficiently managing customer inquiries and resolving issues boosts overall operational efficiency.

Competitive Advantage: Offering superior customer service sets businesses apart from competitors and contributes to their success.

Data-Driven Decision Making: Insights gleaned from customer interactions can guide strategic decisions to enhance products and services.

As e-commerce continues to thrive, prioritizing exceptional customer service is non-negotiable. Advanced contact center solutions empower businesses to meet and exceed customer expectations, providing personalized, efficient, and effective support across various communication channels. By embracing these solutions, you as an e-commerce business can create a lasting positive impression on customers, driving loyalty, and ultimately, success in the competitive digital landscape

Optimizing Efficiency: Best Practices for Contact Center Solutions for Financial Institutions

September 7, 2023

by adebowalepro with No Comment Call Center Solutions Complaints Management Module Contact Center Automation Contact Center Solutions Marketing sales force automation Small Business

A banking and finance contact center is a specialized customer service center operated by banks, microfinance bank, financial institutions, brokerage film, Investment company, credit union or related organizations to handle customer inquiries, transactions, and support requests.

Banking and financial services is one such industry that depends on trust, reliability, and most importantly security of customer data. A contact center software for financial services that helps sync customer data across channels in real-time with an omnichannel approach ensures secure and uninterrupted services. Contact Center solution allows financial institutions to offer self-service options for basic tasks like account information, transaction details, complaint lodging, etc.

These contact center play a crucial role in ensuring a positive customer experience and maintaining the trust and confidence of clients in the financial industry.

Contact Center helps financial institutions to stay sustainable and profitable leveraging Omnichannel features to efficiently handle customers’ queries across all platforms and provides a smooth customer experience.

Today’s customers choose to work with financial institutions that are available across all platforms to receive customer enquiries and deliver fast and satisfactory customer service. Our Contact Center solution is secure, confidential, stable, and perfect choice for every bank and other financial institutions to meet the ever-growing expectations of financial services customers, boosting agent efficiency. This financial contact center software helps companies to provide unified communication across all channels with a personalized approach to make customers feel more valued. Some of the key benefits include:

Omnichannel Platform
Intelligent Call Routing
Auto Dialers
Single Tenant and Multi-Tenant
Cloud-Delivered and On-Premise
WFH and Hybrid Work
Enterprise-grade Security
Call Recording Encryption
Smooth Integration with CRM Applications
Reporting & Dashboards for Data-driven Insights

Significance of Contact Center

Customer Support: The primary function of a banking and finance contact center is to provide customer support. This includes addressing customer inquiries, resolving issues, and helping with various financial products and services across all channel.
Account Management: Contact center agents are often responsible for helping customers manage their accounts. This can involve tasks such as balance inquiries, account updates, and assisting with account-related activities like fund transfers and bill payments.
Fraud Prevention and Security: Ensuring the security of customers’ financial information is paramount. Contact center agents are trained to recognize and respond to potentially fraudulent activities, including unauthorized account access or suspicious transactions.
Product and Service Information: Customers often call contact center to inquire about new products, services, or promotions offered by the bank or financial institution. Agents provide information and guidance to help customers make informed decisions.
Loan and Mortgage Assistance: For banks offering lending services, contact center agents can assist customers with loan and mortgage inquiries, applications, and payment-related questions.
Investment Services: In some cases, banking and finance contact center may also handle inquiries related to investment products, including stocks, bonds, and mutual funds. Agents can provide information and support for these financial services.
Online and Mobile Banking Support: Many customers seek assistance with online and mobile banking platforms. Contact center agents can help users navigate these digital tools, troubleshoot issues, and provide guidance on online security.
Regulatory Compliance: Banks and financial institutions must adhere to strict regulatory standards. Contact center agents are often trained to ensure compliance with laws and regulations governing the financial industry, such as Know Your Customer (KYC) and Anti-Money Laundering (AML) requirements.
Multichannel Support: Customers can reach out to banking and finance contact center through various channels, including phone, email, chat, and sometimes even social media. Agents are equipped to handle inquiries across these different communication channels.
10. 24/7 Availability: Many banking and finance contact center operate 24/7 to ensure that customers can access support at any time, especially for urgent matters.

Overall, a banking and finance contact center is an integral part of the financial industry, serving as a central hub for customer interactions and support. It plays a critical role in maintaining customer satisfaction and trust, which are essential for the success of financial institutions.

Benefits of ICT In Our Education Industry

September 6, 2023

by adebowalepro with No Comment Call Center Solutions Complaints Management Module Contact Center Automation Contact Center Solutions CRM Customer Flow Management Customer Flow Management Digital branches Digital Marketing E-commerce e-shopping ecommerce shop Entrepreneurship Healthcare Marketing Media Microsoft 365 Microsoft Dynamics 365 Microsoft Modern Business Solutions Office 365 online sales online shopping Queue Management remote shopping sales force automation Search Engine Optimization Showroom Small Business Social Media Engagement Training , Development and Empowerment Video Engagements and Conferencing Solution Video Healthcare virtual shopping Visitor Management

Unlock the Future of Education with ICT Solution and Services

The education industry has evolved rapidly and has bridged the huge divide in access to education in the last 10 years due to the adoption and embrace of technology as the key to staying ahead.

Information, Communication, and Technology (ICT) in education has made learning more accessible, exciting, and enjoyable. The development of technological advancements in education has led to enhanced knowledge and skills of both teachers, lecturers, and students as it has now transformed the way we learn and has opened new possibilities for all; From increased flexibility and personalized learning to the ability to collaborate and access a wide range of resources,

Technology in education especially in the advent of Artificial intelligence (AI) it is now particularly important because it helps today’s teachers to adopt and integrate modern technologies and tools into their classroom. Teachers can upgrade and improve the ways they engage their students in unique, innovative, and equitable ways.

Here’s how some of our ICT offerings can transform your educational ecosystem:

1. Call Center Solutions: For Improved communication

– Enhance communication between students, parents, and staff.
– Streamline inquiries, admissions, and support services.
– Improve response times and provide a seamless experience.

2. CRM/ERP Software Solution and Services:

– Centralize data management for efficient administration.
– Gain insights into student performance and engagement.
– Automate processes for enhanced productivity.

3. Video Engagement for Higher Education:

– Facilitate remote learning with interactive video solutions.
– Host virtual lectures, workshops, and collaborative sessions.
– Foster engagement and enhance the learning experience.

4. Telemedicine platform:

– Extend healthcare learning and services to students and staff.
– Enable remote consultations and medical support.
– Ensure the well-being of your educational community.

5. Online Learning:

– Transition seamlessly to digital learning platforms.
– Deliver flexible, accessible, and engaging courses.
– Expand your reach and offer diverse learning opportunities.

6. Queue Management:

– Optimize campus operations with efficient queue systems.
– Reduce wait times and enhance service delivery.
– Ensure a smooth and organized environment.

Scimitar Global Services Limited (SGSL) as an ICT Solutions and BPO Services Company in Lagos, Nigeria, we understand the unique challenges faced by educational institutions, and we’re here to partner with you in designing your ICT roadmap and roll out plans to empower your journey with innovative ICT solutions.

SGSL is committed to elevating the education industry through technology in partnership with our OEM partners by offering tailored solutions and services designed to meet the unique needs of educational institutions, ensuring a brighter future for students, educators, and administrators.

Ready to transform your institution? Contact us today for a consultation and discover how our ICT Solutions and services can revolutionize your educational services to your customers.

#EducationTechnology #EdTech #ITServices #TransformingEducation #ScimitarGlobalServicesLimited #ICTsolutionsforbusiness #softwareforbusiness #ictsolutionforedusction

Do more with Omnichannel Contact Center Solution: The Crucial Role of Contact Center in Financial Institutions

September 4, 2023

by adebowalepro with No Comment Call Center Solutions Contact Center Automation Contact Center Solutions Customer Flow Management

It is important to note that where financial transactions are carried out electronically with the click of a button, the importance of a robust and efficient contact center for financial institutions cannot be overstated. This detached workforce center separated for customer services act as the frontline representatives, serving as a bridge between customers and the financial institution. Their role goes far beyond just addressing queries; they play a vital role in shaping customer experience, fostering trust, and ensuring the institution’s success.
This is exactly what we do at scimitar Global Services Limited; we help small and medium business to save cost of the infrastructure, technology, and human resources with our Contact Center as a Service while we sell the solutions software to large enterprises who can afford it.

contact-center-financial-institution

Another way to owe contact center is our rent option. You can ask me about it via info@scimitargsl.com or call: 08035512980.

Find here some of the reasons why you should consider our innovative Contact Center Solutions for your business.

Personalized Customer Service: Our Contact Center Solution provide a personalized contents to treat your customer’s requirement. They offer real-time interactions, allowing customers to have their concerns addressed promptly. Agents could tailor their responses to individual needs, leaving customers feeling valued and understood. This personal touch significantly contributes to building lasting relationships.
Problem Resolution: Financial matters can be complex and sensitive therefore; customer always desire instant attention and solution. When customers encounter issues, they need reassurance that their problems will be resolved efficiently. Contact center act as problem-solving hubs, providing solutions, guiding customers through processes, and easing their concerns. Quick and effective problem resolution not only enhances customer satisfaction but also prevents potential escalations.
Building Trust: Trust is the principal tool to facilitate desire success of any financial institution. Customers need to have confidence that their financial matters are in safe hands. Contact center contribute to building this trust by being transparent, reliable, and knowledgeable. A Contact Center with well-informed and trained agents can explain intricate financial products in simple terms, alleviating confusion and fostering confidence.
Data Security: Financial transactions involve sensitive information like customer’s biodata, financial details, and other essential personal data. Contact center ensure that customer data remains secure and protected during and after interactions. This commitment to data security not only complies with regulations but also assures customers that their personal and financial details are treated with the utmost care.
Omnichannel Experience: Contact center have evolved beyond phone calls. They now offer an omnichannel experience, catering to customer preferences. Whether it’s a call, email, chat, or social media interaction, the contact center is available on various platforms, ensuring customers can connect using their preferred method. This flexibility enhances accessibility and convenience.
Feedback Loop: Contact center serve as a valuable source of feedback for financial institutions. Customer interactions offer insights into pain points, common concerns, and areas of improvement. Institutions can use this feedback to refine their services, create better products, and enhance the overall customer experience.
Brand Image: A well-managed contact center contributes to shaping the brand image of a financial institution. Positive experiences lead to word-of-mouth recommendations, online reviews, and a strong reputation. On the flip side, negative experiences can spread quickly, impacting the institution’s credibility.

In conclusion, contact center are the heart of customer interactions for financial institutions. They humanize the digital experience, offering personalized assistance, problem-solving capabilities, and a strong sense of security. This contact center solutions plays a vital role in building trust, fostering lasting relationships, and enhancing the institution’s overall success. As technology continues to advance, the role of contact center will only become more critical in maintaining a strong customer base and a competitive edge in the financial industry.

How To Generate Quality Leads, Increase Business Revenue At Reduce Cost A Growing Business! !

August 28, 2023

by adebowalepro with No Comment Complaints Management Module Contact Center Automation Contact Center Solutions CRM Digital Marketing E-commerce e-shopping Entrepreneurship Healthcare Marketing Microsoft 365 Microsoft Dynamics 365 Microsoft Modern Business Solutions Office 365 sales force automation Search Engine Optimization Small Business Social Media Engagement Training , Development and Empowerment virtual shopping

In today’s competitive business landscape, organizations like yours are constantly seeking innovative ways to enhance their revenue generation while also delivering exceptional customer experiences. This involves huge investment in both technology, Process and Employees and most times one is abandoned for the other due to the cost involved. So Scimitar Global Services Limited (SGSL) is offering you a game-changer in achieving both goals with Customer Connect 360.

Customer Connect 365 is our all-in-one Business Development, Marketing and Call Center Outsourcing Service designed to help Entrepreneurs, Managing Directors, and CEOs of small and medium businesses to concentrate on closing more deals and making money while signed up to our technology for Business & Digital Marketing Services that helps them in Lead Generation and Customer Service and Support operations.

As you explore the business needs of your organization from setting up an office space with employees, training them; designing a website, setting up an official mailing system, Sourcing for a Call center technology and CRM as well as setting up your social media pages; do remember that the key lies in choosing options that aligns with your business goals and empowers you to deliver exceptional results at reduced cost. There may be no need to incur and invest huge cost in owning a space, the whole technology and even employees in the early days or depending on your processes keeping too many staff when you can outsource all your business processes and get desired result with a smaller number of employees.

With the Sales, Marketing and technology Mix of SGSL Customer 360, Small and medium businesses like yours can seamlessly optimize their sales, customer services, and even loan collections processes, leading to increased profitability and higher levels of customer satisfaction at extremely low operational cost compared to you running all the people, technology and processes yourself in one location.

Our comprehensive suite of technology sales and customer services is tailored to accelerate your company’s growth and success with the following key services and benefits we offer to take your business to new heights:

KEY SERVICES AND CAMPAIGN GOALS:

Help You Generate Quality Leads: Our primary objective is to connect your business with high-quality, targeted leads, ensuring maximum conversion rates and increased revenue streams.
Boost Business Development: Through our expert business development services, we aim to enhance your company’s market presence, foster strategic partnerships, and explore new growth opportunities.
Drive Revenue Growth: By optimizing lead generation and business development, we strive to drive sustainable revenue growth and long-term success for your business.
Offer Quality Customer Service and Support: New and existing customers will be supported effectively to ensure customer satisfaction and loyalty which will also guarantee revenue from return businesses
Expert Guidance and Consultancy: Benefit from the expertise of our seasoned professionals who bring years of experience in various industries to your doorstep.
Focus on Core Competencies: With SGSL handling your lead generation, business development and Customer Support, you and your team can concentrate on core business activities and innovation.
Increased ROI: Our data-driven approach ensures that your resources are invested in the right places, delivering a higher return on investment. This is our money backed guarantee within our terms and conditions.

Investing in the right technology services like Customer Connect 360 that is tailored to your business needs can yield significant returns in terms of increased revenue, improved customer retention, and enhanced brand reputation all while you concentrate on close deals and making more money.

So embrace the opportunity to transform your business with SGSL Connect 360 Services. Let us be your strategic partner in lead generation, business development and Customer Service, empowering you to thrive in today’s competitive business landscape efficiently and effectively.

Together, we’ll achieve greatness!

Diaspora Banking Services With Video Banking Solution

August 23, 2023

by adebowalepro with No Comment Call Center Solutions Complaints Management Module Contact Center Automation Contact Center Solutions Convenient Banking CRM Microsoft 365 Microsoft Dynamics 365 Microsoft Modern Business Solutions Video Banking Solutions Video Engagements and Conferencing Solution Video Healthcare

Diaspora Banking is a service offering designed by commercial Banks in Nigerian to offer banking services to Customers who do not reside in the country. This service allows Nigerians living and working outside the country to maintain transactional accounts and perform domestic and foreign transfers through their accounts with their Banks and It also offers them provides top of the range investment opportunities even as non-resident Nigerians.

Are you a financial institution looking to redefine your Diaspora Banking services? Your search ends here! Scimitar Global Services Limited, a pioneer in customer relationship management technology, brings you an innovative solution tailored for banks and financial institutions aiming to serve non-resident Nigerians with unparalleled excellence.

SGSL Video Banking Solution emerges as a transformative force, connecting non-resident Nigerians to their homeland’s financial landscape.

Here’s why it’s the perfect match for your Banking institution:

Offers Convenient banking with Ease of Use and at No cost to Customer: Our Video banking is very easy to use and gives serves as a comfortable and interactive video support channel for your banking customers who use your online Banking channels like your Website, Mobile App, ATMs, and the Contact Center. With a click to Call Feature from your website
Has Omnichannel Access: Our Video Banking solutions transition a voice, chat, and web-page interaction into true Omni-channel experiences at no cost to the end customer. This experience is easily accessible from one of the following scenarios: web-chat escalation of video, voice escalation to video, and click-to-video chat from a webpage or mobile applications. it can be extended via ATMs and Kiosk to create consistent messaging and a personalized customer journey irrespective of your location.
Accessible all Data Enable devices -Mobile Banking: Our Video banking can be accessed via your Banks’ Mobile app with good banking experience
Effortless KYC Compliance: Simplify the KYC process through secure virtual interactions, eradicating the need for lengthy paperwork and time-consuming processes.
Streamlined Onboarding: Our Video Banking Solution ensures a guided and swift process, erasing geographical barriers to help you elevate the onboarding experience for non-resident Nigerians.
Advanced Verification: Unlike video conferencing application, Our Video banking solution offers guaranteed security through cutting-edge encryption and authentication methods, building trust while safeguarding sensitive information of your customer. It is designed strictly for banking.
Global Reach, Local Touch: Our Video Banking Solution bridges distances, enabling non-resident Nigerians to access personalized banking services from any corner of the world.
Tailored Customer Support: With a secured Face-to-face virtual interaction powered by our video banking solution for diaspora banking, your bank maintains a personal touch to customer support, from financial advice to query resolutions, empowering your clients with expert guidance and trust.
Convenience Across Time Zones: Depending on how you want to run your Diaspora Banking services, our Video Banking Solution ensures round-the-clock services, regardless of location; accommodates varying time zones!
Omnichannel contact center design: Our Video Banking solution comes with omnichannel contact center features with an IVR, Voice/Video option (VoIP), Video on hold, Skill based routing as well as supervisors’ barge/monitoring and reporting features.

As a Bank in Nigeria, we are sure you have Diaspora Services running, would you want to add a human touch for a face-to-face video interaction just like the customer walking into your branch. Ready to embark on a journey of innovation? Request a demo from Scimitar Global Services Limited and experience firsthand how our technology can reshape your institution’s Diaspora Banking services, enhancing customer engagement and operational efficiency.

Why Partner with Scimitar Global Services Limited for your Diaspora Banking Service?

At SGSL, we understand the unique needs of financial institutions catering to non-resident Nigerians. we were the first to successfully deploy and seamless working solution with GTBank in 2018 and since then they have been offering Video Banking Service allowing their customers to video-chat with a customer service representative in real time and giving them the same GTBank in-branch experience of seamless banking, no matter where they are in the world. This is with assurances that their conversations using GTBank Video Banking are private and secured by end-to-end encryption, providing them with the same level of security that they would receive on any of our other platforms.

So partner with us along with your Diaspora Banking team for a roadmap into a future where banking knows no borders and convenience knows no limits.

Click here to Book A Demo or Contact us at info@scimitargsl.com to learn more about our Video Banking Solution and its transformative potential. Embrace the power of innovation today!

#VideoBanking #DiasporaBanking #Innovation #FinancialInstitutions #CustomerEngagement #GlobalConnectivity #RequestDemo

How Video Banking Can Add Value To Your Banking Business Processes

August 23, 2023

by adebowalepro with No Comment Bank branch Transformation Call Center Solutions Complaints Management Module Contact Center Automation Contact Center Solutions Convenient Banking CRM Customer Flow Management Digital branches Microsoft Dynamics 365 Microsoft Modern Business Solutions Smart Bank Branch Video Banking Solutions Video Engagements and Conferencing Solution Video Healthcare

How Video Banking Can Add Value To Your Banking Business Processes

With Banks and Banking Consumers already using various video conferencing and chats services all over the world in their daily lives; a survey of over 4,000 consumers found that most are eager to adopt video banking if Banks will add it to their available Banking channels irrespective of their age, gender, social class, or working status.

On the other Hand, across the globe, financial institution who have adopted Video engagement has in a Video report indicated that video Banking helped them enhance their service and increase customer satisfaction and loyalty while growing revenue and driving productivity gains. That’s why so many institutions are planning to follow the same path.

“We use video banking in branches across the U.S. where we have small to no staff. It allows us to have a presence and still serve our members where the concentration of SEG employees doesn’t warrant a full-service branch. We also use it in our digital platform on mobile and desktop applications.” – Carey Price, SVP and Chief Retail Officer, BCU

Video Banking as you can see above can add value to the many business processes of a Bank, but leaders of Banks need to identify them all to draw up a comprehensive business case that applies to their Bank based on their vision and mission. This will require strategy consultation with your internal stakeholders to gather and understand their needs and challenges, and to match the values will outline soon that video banking can contribute throughout the organization.

You’ll likely start with only a few use cases, but having a broad understanding of the potential benefits will help you build a more solid business case and design a service that not only delivers on the initial needs but can also scale to meet future requirements. That Said we will be sharing the values to Banking here but we have a robust guideline on HOW IMPLEMENT VIDEO BANKING FOR YOUR BANK which we can share with you on request here.

Below are some typical business benefits of video banking. Management of Banks are expected to consider how relevant they are for you and explore them and others that may be more specific to your organization:

Higher Net Promoter Score in the Banking Industry
Greater customer/member satisfaction
Increased customer/member acquisition
Increased Customer loyalty
Increased up-selling and cross-selling opportunities
Shorter average in-branch wait time
Increased first visit resolution rate
Higher number of products per customer/member
Shorter average handling time due to visuals
Increased first call resolution rate
Reduced abandonment rate on the channels
Lower contact center agent turnover as agents enjoy working with Video banking
Increased share of Market even beyond our Shore; Have you heard of Diaspora Banking?
Increased sales closure rate
Shorter sales cycle

One of our customers, a leading deposit money bank in Nigeria is currently using Video Banking for their Diaspora Banking and I can tell you for free the benefits is beyond imagination in terms of their return on investments.

Overall, Video Banking has proven to be a catalyst for remote banking and financial inclusion, benefiting both customers and banks. With enhanced accessibility, personalized interactions, and streamlined processes, customers are empowered with convenient banking experiences. At the same time, banks like Barclays Bank, IndusInd Bank, and GTbank have witnessed tangible ROI, improved operational efficiency, and strengthened customer loyalty.

As we continue to witness the digital transformation of the banking industry, Video Banking stands as a shining example of innovation that ensures financial services are accessible to all.

Let’s embrace this technology and drive financial inclusion. Book A Demo to learn more Here

#VideoBanking #RemoteBanking #FinancialInclusion #ConvenientBanking #Innovation #ROI #BarclaysBank #IndusindBank #GTbank #DigitalTransformation

Customer Relationship Management Software

July 20, 2023

by adebowalepro with No Comment Bank branch Transformation Call Center Solutions Complaints Management Module Contact Center Automation Contact Center Solutions CRM Microsoft 365 Microsoft Dynamics 365 Queue Management Small Business Smart Bank Branch Social Media Engagement Video Banking Solutions Video Engagements and Conferencing Solution Video Healthcare

Unlock the Full Potential of Your Sales, Customer Services, and Loan Collections with A Robust CRM Software Designed To Improve Revenue Generation and Customer Satisfaction!

Are you looking for a robust and efficient CRM solution to improve performance of your sales, customer services, and loan collections processes while ensuring guaranteed returns on investment?

In today’s competitive business landscape, companies are constantly seeking innovative ways to enhance their revenue generation processes, while also delivering exceptional customer experiences. One powerful tool that has proven effective in achieving both goals is a Customer Relationship Management (CRM) Software. With the right CRM Software Solution, your business can seamlessly automate, integrate, and optimize your Sales, Marketing, Customer services, and Loan collections processes for increased constructive collaboration internally in your business, profitability in new and repeat sales with higher levels of customer satisfaction and loyalty.

Here are the Benefits of Adopting a CRM Software for your Business

A CRM software must offer a comprehensive solution that integrates and optimizes all the critical functions need areas of a business; from managing leads generated from marketing campaigns and nurturing customer relationships in a sales pipeline to streamlining collections processes. Here are some key benefits of a CRM to your business:

Automation of Sales Operations

Sales Force Automation with CRM software acts as the nerve center of your sales operations. It will enable your sales team to manage leads, contacts, and opportunities in a centralized system, ensuring that no potential deal falls through the cracks. By providing real-time insights into customer interactions, preferences, and purchase history, CRM Software for Sales empowers your sales reps to engage in more personalized conversations, leading to shorter sales cycles and higher conversion rates.

With advanced features like sales pipeline management, tracking and automated follow-ups, CRM helps sales teams stay organized and focused on high priority leads with potential to close rather than spreading themselves thin. This efficiency boost translates into more deals within shorter sales cycles which increases your chances to meeting your set revenue target for the year.

Elevating Customer Services

A robust CRM Software solution allows your business to provide quality customer service and support by centralizing customer information and interaction history for better customer engagement for business success. With your support agents having access to a customer’s entire journey, they can deliver more personalized and effective assistance to them for complaints management and also can upsell the customer for more revenue.

With the technology advancement now, CRM applications often integrate AI-powered chatbots and self-service portals, enabling customers to even find quick solutions to their queries at their convenience. This not only enhances customer satisfaction but also reduces the pressure on your customer service and support teams and also the business at large.

Optimizes Loan Collections

A CRM software for Loan Collections or Recovery will help automate and streamline the loan collections process of your Loan collections team. By categorizing and prioritizing delinquent accounts, collections teams can focus their efforts where they are most needed, improving recovery rates.

The Advanced CRM analytics feature of our collection CRM module provide insights into customer payment behaviors and promise to pay timelines, enabling proactive measures to prevent delinquencies. it also supports Automated notifications and reminders to ensure timely communication with borrowers thereby enhancing transparency and reducing the risk of defaults from them. With the Loan Collections CRM, you can also run campaign to encourage borrowers and even defaulters to pay before their loan expiration dates or come back to a payment plan to ensure full recovery. Your collection agents can make offers based on the Realtime analytics to lenders during negotiation for more recoveries.

Achieving Seamless Integration with other Departments

A robust CRM solution integrates seamlessly with your legacy system, applications, or other business tools thereby becoming a central hub that queries and synchronizes data from across other data sources or departments. it can be connecting with marketing automation platforms for sales and marketing department, finance software or core banking application of a Bank, or communication tools at the Contact center. This integration eliminates data silos and ensures a consistent customer experience across all touchpoints.

Conclusion

Unlocking the full potential of sales, customer services, and loan collections requires a strategic approach that emphasizes revenue generation and customer satisfaction.

So, investing in the right CRM solution tailored to your business needs can yield significant returns in terms of increased revenue, improved customer retention, and enhanced brand reputation. As you explore CRM options, remember that the key lies in choosing a solution that aligns with your business goals and empowers your teams to deliver exceptional results.

Scimitar Global Services Limited (SGSL) is a Contact Center and CRM Software Solution provider in Nigeria with OEM partnerships for options, to offer you the best CRM solutions that fit your business needs.

Book a Demo for your CRM Solution here

HOW TO MAKE YOUR CALL CENTER A PROFIT CENTER

April 16, 2022

by adebowalepro with No Comment Call Center Solutions Complaints Management Module Contact Center Automation Contact Center Solutions CRM Customer Flow Management Digital branches Healthcare Microsoft 365 Microsoft Dynamics 365 Microsoft Modern Business Solutions Smart Bank Branch

Improving Customer Experience and Satisfaction really requires that you put in place various communication channels to build relationships and the internal processes to proactively nurture your customer base

This requires that business who want to be customer centric must roll out or upgrade their customer engagement channels to an omnichannel customer relationship management.

In an omnichannel set up, all the touch points which simply means the communication channels through which a customer can reach or communicate with your business such as Telephony/IPBX, Email, Webchat, SMS and What’s app as well as social media are connected and integrated to the back office to provide seamless and consistent customer experience round the clock.

This means that the customer can receive service at any time of his or convenience through any channel of choice and should it be a request for support, there is a process for a first call resolution. And should there be need to escalate beyond the touch point, there is a structed resolution time with escalation and notification within set Service level agreement,

So, an Omnichannel contact center is an upgrade from the normal call center telephony set up where agents can take inbound calls and make outbound calls to customers; to a multi-channel model which supports many touch points, and these touch points are integrated with a Contact center CRM for Contact center Automations to efficiently capture and manage all interactions conversation can be maintained across channels.

With Omnichannel contact center, agents are armed with the right information as well as the interactions history of the customers displayed in a single agent for a first call resolution or a very short turnaround time within SLA. This creates a seamless customer experience where customers can use any channel of choice that most suits them and their needs, and still receive the standard of customer experience they expect from your business.

Here some benefit having an omnichannel

Customers has the option of engaging with your business across channels.
Your business can also support customers on their preferred channels – Email, Voice, social media & Chat
You can tailor your services and communication to the needs of the customer by setting automation rules with time-related trigger escalations for back-office integration within service levels standards.
A single agent desktop makes the customer service experience and journey effortless for both agent and customer.
You offer first call resolution with agents armed with the interaction history of your customers
With fast resolution processes agent can upsell the customer who contact the contact center for more revenue for the business, making the contact center a profit center.
Your Contact center managers and supervisors can monitor activities for improved performance in real-time for information about all interaction channels and the agents involved in the interactions as well as the context of interactions.
Your Contact center managers and supervisors can run smart reports and run analysis from the robust operations reports for performance improvement
Management and all relevant stakeholders have insights for proper decision making.
You can grow your business by maintaining trust and lasting relationships with your customers, through every step of the customer journey.

As a customer centric, who wants to stand out and grow your business, do not assume that adopting an Omnichannel strategy applies to only to larger organizations; the understanding is that you must continuously improve both your processes and technology as well as empower your employees to ensure that you deliver quality service to your customers. So any business that offers products and services and aftersales support to customers must consider taking the omnichannel approach as businesses of any size can see improvements if well implemented especially with plans to scale as you grow.

Scimitar Global Services Limited in partnership with our OEM/technology partners provides Omnichannel Contact Center Solution giving your businesses a robust channel for new and existing customers that have inquiries about the business or complaints on your services to deliver great service on-demand, allowing them to do so over any channel of choice with the same quality experience for improved customer satisfaction and loyalty which in turn increase business revenue. With an Omnichannel strategy, your contact center becomes a contact center, an additional sales channel to our sales and marketing departments.

Contact SGSL to be able to Generate More Revenue And Improve Customer Satisfaction And Loyalty By Creating A Consistent, And Personalized Customer Relationship Management Processes With SGSL Solutions.

VIDEO BANKING AND VIDEO CONFERENCING, WHAT IS THE DIFFERENCE?

April 11, 2022

by adebowalepro with No Comment Bank branch Transformation Call Center Solutions Complaints Management Module Contact Center Automation Contact Center Solutions Convenient Banking CRM Digital branches Microsoft 365 Microsoft Dynamics 365 Microsoft Modern Business Solutions Office 365 Smart Bank Branch Video Banking Solutions Video Engagements and Conferencing Solution

THE DIFFERENCE BETWEEN VIDEO BANKING AND VIDEO CONFERENCING

“Is this not same service like Skype, Zoom or like Teams?” “We have been using them for meetings all this while, why can’t we use them to manage customers?”

These are some questions I have been asked in addition to rejections due to budget in the last 6 years that I have been pushing for adoption of Video Banking as one of the Omnichannel touchpoints to redesign Banking for the future and for financial inclusion.

My response is that those are video conferencing solutions or platforms that you can use for virtual meetings and team collaboration, but they not designed for Banking. This seems to not have convinced most Bank C-level apart from two Banks in Nigeria that has our solution and using it for diaspora banking. I want to appreciate GTBank Plc, as the leader in use of Technology in Banking in Nigeria.

Even as Chief Innovations officers and CTO or even Customer Experience Group heads and leaders, you might get these questions from your CEOs, Executive team or board when you present your plans to improve your digital channels and improve customer experience. It is always about the cost and then… What’s the difference between video conferencing and video banking? Video banking is to expensive; Can’t we just use same Skype or Zoom to meet virtually with our retail customers with less or no overhead cost?

Video Banking Solution comes at a cost as it is an enterprise solution but when it comes to digital channels like this, cost savings shouldn’t be the only factor to consider. Security, Convenience, customer experience, compliance, and workflow designed with banking use case must be included in your Bank’s due diligence. The Return in investment outweighs the total cost of ownership. On the other hand the SaaS model is always available as another option.

According to financial News London, confirmed reports have it that Bank of America, BNP Paribas, Citigroup, Deutsche Bank, JPMorgan, Standard Chartered and UBS advised their employees against using video conferencing tools for Banking purposes due to the noncompliance of these almost free Video conferencing tools. As a Microsoft Partner and Indirect Cloud Solutions Provider, Even Microsoft teams which is secured and well accepted in Nigerian Banks today is not a Video banking Solution. We know the difference and capabilities of solutions we carry and will honestly can draw the line that for external meetings and Internal collaborations, use Microsoft Teams but when it comes to offering Omnichannel Banking Services for good customer experience and security, Use Kuber Video Banking from SGSL as it is designed solely for Banking and we leverage Microsoft Azure, Dynamics CRM , Microsoft 365 and Active directory to deliver the solution to ensure the full business value stays within our offering for customer satisfaction.

Oh I forgot, here are the two definitions from google search results:

“Video conferencing is an online technology that allows users in different locations to hold face-to-face meetings without having to move to a single location together”

“Video banking is a term used for performing banking transactions or professional banking consultations via a remote video connection. Video banking can be performed via purpose-built banking transaction machines (similar to an Automated teller machine), or via a videoconference enabled bank branch.”

So there is a big difference between Video conferencing and Video Banking when it comes to Banking as the latter is designed solely for Banks to foster and offer secured and convenient banking experience to customers especially in line with Banks omnichannel roadmap to reduce foot traffic to their normal brick and mortar services which has since been gulping resources in operational costs

Here are the diverse ways they differ:

SN	VIDEO BANKING	VIDEO CONFERENCING
1	Video Banking addresses the consumer side of collaboration and enables communication between businesses providing the ability to share educational information and provide a platform for business negotiations.	Video conferencing platforms only enables communication between businesses provides the ability to share information and provide a platform for business negotiations but does not take care of the individual.
2	Video Banking does not require both parties to set a date and time to communicate. Customer can at any time access Video banking for a Face-to-Face Chat from a Banks website, kiosk or mobile app. So far there is someone available to speak with him from any Video enabled device.	Video conferencing platforms require both parties to set a date and time to communicate, which creates service friction and customer dissatisfaction with missed appointments on both sides.
3	Video banking is very secured and has passed all ISO and Global standards for Banking. Ask for documentation for Kuber Video banking from SGSL. Our Video Banking solution has passed all compliance test required.	Video conferencing and chat apps aren’t secure enough for banking transactions. (You’ve probably heard the recent news about the iPhone FaceTime bug that allows users to eavesdrop on others before they even accept the call.)
4	Video Banking offers a secured face to Face engagement between your bank and your customers and cannot be hacked. Customer data and transaction are secured and protected from breach.	Video conferencing platforms are insecure and can exposes the Banks to litigation for breach of trust which can bring bad publicity.
5	Video banking comes at a cost as it is an enterprise solution but when it comes to digital channels, cost savings isn’t the only factor to consider. Convenience, consumer experience, compliance, and workflow must be included in your Bank’s due diligence.	Yes Video conferencing is almost free and cheaper to deploy and use but it applies to normal meetings and engagements for example as a vendor, we don’t have to physically be at the Bank IT office with the whole team of engineers. We can work remote rather than for an in-person meeting.
6	Video Banking expands on the face-to-face digital communication by recreating an entire branch experience, with tellers, consumer service representatives, loan officers, and financial advisors. It will just like the customer is being serviced at the bank physically yet from the confines of his home of office.	Video Conferencing allows for just normal face to face interactions for meetings.
7	Video Banking is custom built to meet the needs of banking consumer, with well-defined banking use cases supported by with banking workflows and processes for an optimized service delivery.	Video Conferencing is built for conference calls, meetings and document shares.
8	Video banking usually supports the following Banking use cases · Document collection · Document signature · Screen sharing · Presentations · Co-browsing /URL sharing · OCR Data capture · Banking KYC · Account Opening · Standardized business workflows · Robust Reporting · Branch, web, and mobile deployments · After call surveys	Video Conferencing usually supports the following Banking use cases · Document collection · Screen sharing · Presentations
9	A robust video banking app brings all your products and services together, which increases your staff efficiency and racks up sales for increase revenue.	Video conferences is just for video calls and collaboration to improved employee performance
10	Video banking has contact center features and can be built into your call center queue; making it an on-demand and click to call for consumers, just the way retail banking channels should be. Access to banking without asking for licenses	Video conferencing does not have contact center features and cannot be built into existing queues or business rules. Only Microsoft teams can run with its complementary solutions stack for a B2B. It does not give good customer experience to the retail customer.
11	Video conferencing cannot be integrated into your existing customer management processes, and it requires but the customer and the relationship manager to show up at a scheduled date and time.	Most Video conferencing platforms are not designed for businesses to own and manage themselves and this requires that participants still show up at the same time
12	Video banking automatically records all Video engagements sessions which are spool able in called reports, Bank can produce logs and metrics to track performance and provide data to prove compliance to Banking regulations.	While some of the Video conferencing platforms are now recording their sessions it is at the agreement of the users or customers.
13	Video banking apps are not cheap but compliant with security regulations that assures security of financial data of both Bank and its customers.	Video Conferencing platforms like Skype, Zoom, What’s app, WebEx and FaceTime etc. are good and affordable platforms and user friendly.
14	Video Banking can be embedded as our API allows Banks to host their video calls directly in their mobile app or website – no need downloads of plug ins, no redirects, and no waste time.	Video conferencing platforms have mobile clients you can download from App stores but with branded clients
15	Video Banking Supports WebRTC even on mobile	Some Video conferencing support webRTC some require you must download a client

Even before the outbreak of Corona Virus aka Covid19, a few Banks or even Global financial institutions allowed Video conferencing for meetings, but they restricted themselves to a few approved secured platforms to ensure security of Bank’s information. As a Fintech Solutions provider, I remember having to visit Serval Bank HQs with my team for presentations and Demonstration of our Omnichannel Video Banking Solution and Contact center Solutions as conference calls were not preferred, except in very rare cases to bridge gaps which it was best for just meetings. GTBank Plc was the first Bank to trusted us and launched our Kuber Video Banking Solution for their Diaspora Banking services. Click here to test GTBank Video Banking.

But the pandemic came and shut us all out, drastically reducing in-branch and physical visits to businesses across the globe, now forcing financial institutions to consider leveraging digital alternatives both for meetings, support and for Banking. Which is how the VCs took over the market as Banks had to rely on video conferencing solutions but now realizing that these platforms does meet the needs of both the bank and its customers in the long term as they come with challenges of low security and non-compliance.

Now we present the better way: Kuber Video Banking Solution from SGSL. A Secured and complaint Video Banking Solution for Banks embedded into your Bank’s website, Online Banking, Mobile Banking and even Kiosks, ATMs in your Galleries and any data enabled devices for a click to call feature that allows your bank to host secure video calls directly in their app or website – no downloads, no redirects, and no wasted time.

Take back control of your digital customer experiences with SGSL’s Kuber video banking solution and continue to build stronger customer relationships with trust especially with the revised operation hours in branches, Banks can make its touch points more proactive, relevant, and frequent.

Book a demo here!

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