In this use case, we simulate that a customer is already logged in to a dedicated customer portal.
- For the banking example, we give an overview of primary accounts, preferred branch, advisor, and passed & upcoming meetings.
- We identified two different segments for this use case (high and low-value customers) going by the name of Nate Nosocks and Max Murdoch.
- To clearly see the difference between these two, there is a toggle option on the bottom left of the portal page.
- As the names imply, Nate Nosocks is the low-value customer, while Max Murdoch would be the high-value customer.
- Nate Nosocks As you can see Nate is able to schedule an appointment for his pet insurance. Clicking the banner ad with a dog on it, will take him to the specific scheduling flow. During this flow, the subject is pre-selected (Pet Insurance), and his personal details are also pre-filled in step five ⇒ because he activates the scheduling flow from the portal where he was logged in and identified as. Technically the plugin already passed customer information and subject into the flow.
- Max Murdoch As you can see Max is able to schedule an appointment for life insurance. Clicking the banner ad will take him to the specific scheduling flow. During this flow, the subject is pre-selected (Life Insurance), and his personal details are also pre-filled in step five ⇒ because he activates the scheduling flow from the portal where he was logged in and identified as. Technically the plugin already passed customer information and subject into the flow.
- Both users Their preferred branch and advisor can also be passed to the scheduling flow. This is basically the same as previous use cases (See 'Branch Page' + 'Agent Selection').
The new element here is the overview of their upcoming and past meetings, which enables customers to edit and cancel upcoming appointments and retrieve documents shared in previous ones. The ‘See details’ tab, brings you back to the closing room of a video conversation where both the advisor’s and customer’s shared documents can be downloaded as a zip file.
Summary
- The added value here is that existing customers can self-schedule appointments in a few clicks, given that their details and preferences are already known.
- Next to that, we believe that giving the customer an overview of his meetings (past and future) ameliorates the customer experience.