Digital technologies are upending the way consumers interact with brands and make purchasing decisions. Today’s digital-first customers look for the ability to engage with businesses at a time and on a channel of their choice -without changing their experiences with the company or its products. This means, on any given day, customers will engage with a company across multiple touch points –from mobile apps, social media platforms and local branches to customer service centers.
Statistics show that 82% of customers disengage with a brand because of unsatisfactory customer service, making customer experience critical to competitive advantage. As borrowers move freely between physical and digital channels, lenders must deploy agile systems and processes to enhance human interaction and provide a delightful customer experience across channels.
Integrating traditional and digital channels enables an outstanding customer experience that eliminates the need for customers to repeat information and authenticate their identity. Sourcepoint offers omnichannel customer engagement across voice, email, chat, social media and text. Our proprietary FirstCustomerIntelligence (FCI) solution uses speech, text and social media analytics to tap into customer sentiment, emotions and behaviors. The solution leverages customer intelligence and customer journey mapping to create a roadmap for targeted customer responses.
Using FCI, you can improve efficiencies and build a consistent brand and voice across channels, deliver personalized experiences, and engage your customers using their preferred methods. FCI also supports critical capabilities such as analyzing customer experiences with products, formulating more effective web strategies, measuring customer effort across processes, and determining the root cause of customer dissatisfaction.
The result – reduced cost to serve and customer effort and enhanced revenues.
Tap into our expertise - We work with the biggest names in the US mortgage market to deliver superior business outcomes
Create a unified experience across channels and services - ranging from mortgage origination and routine servicing to foreclosure and default servicing
Stay ahead with next-gen solutions underpinned by Robotic Process Automation, AI, Machine Learning, Advanced Analytics and more