Ubiquity analyzed BankMobile Vibe's Interactive Voice Response call structure and quickly recommended a customized logic module for routing “Where’s my refund?” calls. The self-service option was implemented within a week.
The BankMobile Vibe app, which serves the financial needs of U.S. college students, experienced a sudden influx of callers looking for refunds for tuition paid and financial aid disbursements. Cash-strapped students were eager to know their exact account status.
The company behind the app looked to Ubiquity to respond quickly with a self-service solution that would:
improve call containment dramatically
relieve the increased burden on agents
improve customer satisfaction
create automated agent processes
Discover all the details that contributed to making this IVR Case Study a success...
containment of “Where’s my refund?” calls
increase in containment rate for all calls
decrease in agent transfers across the board
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