BNP Paribas
Personal Finance

The company reduced the cost for new client acquisition by 22%.

Challenge:

Build instant “Trust” in their financial services, remove potential customer hesitations to start using the financial products.

Objectives:

Increase the number of new clients and reduce the cost for acquiring new clients without changes in day-to-day operations.

Results:

The company increased new client’s base and reduced the cost for new client acquisition by 22%.

bnp paribas personal finance company logo live chat alternative

About

BNP Paribas Group is one of the biggest financial organizations in the Euro zone. With more than 27 million clients in 33 countries, the company is the undisputed leader in retail banking and instills trust in clients and partners for more than 18 years.

BNP Paribas Personal Finance specializes in providing financial solutions for individual customers with its consumer credit activities. For more than 65 years the company is helping their customers to write their own success stories.

The company is known for its clear policies, unchanging conditions and responsible crediting regulations. Their transparent way of work is a major trust build factor that leads to more than 70% of returning clients who use the financial services offered more than once.

Industry

Finance

Use Case

Sales & Support

Website

shaking hand financial industry live chat alternative

Building Trust

With help of the Live Chat Alternative, BNP Paribas Personal Finance are able to build instant “Trust” regarding their services. The company remove the hesitations that prospective clients might have to start using the financial products and helps “shy” customers to contact them without leaving their comfort zone which in this case is the web browser.

 

"The Live Chat Alternative is great trust building tool. Trust is the most important factor in our industry to increase new client's base and see returning ones."
- Head of Marketing

Implementation

Implementing the Live Chat Alternative service did not pose any real challenges within the financial company’s structure as the service itself does not require complex integration as most of the live chat software. The client is using call center to process the call inquiries that clients have and this resulted in no change in the day-to-day way of work. 

business-man-desk-live-chat-alternative-finance

Effortless Usage

Our client see when it comes down to the usage of the Live Chat Alternative is that it uses already existing phone numbers and does not require the creations of new ones. Moreover there are no hidden costs. The software installation is free and does not demand purchasing new additional equipment set up or additional employee training. The implementation was easy and tool less than couple of hours.

Customer's feedback

The marketing department of our client conducted several serveys among their customers in first three months after the Live Chat Alternative’s implementation and the customer’s feedback showed that the service leads to overall higher client satisfaction and helps to build up trust in clients while providing them with fast solution. 

 

Industry Trends

Our client used researches conducted by the European Economic and Financial Committee show that people looking for financial services usually compare 4 to 10 different financial companies and the end factor for the their choice is trust in the company and in the service. A growing trend in the modern customer service is to be able to present your customers with instant answers. To instill trust over the phone is 10x times more effective than any live chat and messaging software.

The Live Chat Alternative Usage Results

During the first six months BNP Paribas Personal Finance reports 22% increase in new clients base with the Live Chat Alternative on their website. They were able to effectively instill trust in website visitors and turn them into engaged customers.

 

 

"We see a great value in the usage of the service in the finance industry. It helps to offer customer not only quality financial products but also great customer service."
- Marketing Department