Financial
Financial services provider
A financial services provider saw sign-ups drop off during onboarding. Chathands guided customers live through the process and answered questions instantly.
- Sector
- Financial
- Channels
- Live chat · Email
- Result
- Fewer drop-offs and a smoother route from sign-up to active customer.
Summary
A financial services provider saw sign-ups drop off during onboarding. Chathands guided customers live through the process and answered questions instantly.
The challenge
Customers dropped off during sign-up due to questions about documents and terms. Support only responded after a working day.
Our approach
01
Conversation analysis
We mapped the recurring questions: Customers dropped off during sign-up due to questions about documents and terms. Support only responded after a working day.
02
Team and knowledge base
We trained a dedicated team on tone of voice, products and processes, and captured everything in a shared knowledge base.
03
Live on the channels
Chathands answered onboarding questions instantly via live chat and email, helped with documents and kept customers moving towards activation.
04
Steering on data
Weekly reporting on volume, response time and topics. The effect: Fewer drop-offs and a smoother route from sign-up to active customer.
Results
- Response time
- Within 30 seconds
- Completed onboarding
- +32%
- Drop-offs
- -28%
- Customer satisfaction
- 4.7 / 5
Frequently asked questions
How fast was this team live?
A team like this is usually live within two weeks: onboarding, training on your tone of voice and the first conversations on Live chat · Email.
Does the brand experience stay intact?
Yes. Our specialists work entirely under the name of Financial services provider and follow the agreed tone of voice and escalation rules.
Why is this case anonymous?
We keep our clients anonymous because of privacy and the reputation of the organisations we serve. During a demo we show live examples of specific situations.
What does a setup like this cost?
Monthly plans start at 149 euro per month plus 2.75 euro per handled conversation, including our own customer communication software. Flex works without a monthly fee.
Your customers are already talking. Let Chathands answer.
Real people. Real conversations.