Strategic engagement for Financial Services

Cross-departmental engagement strategies for companies looking to proactively engage with customers and improve collection rates.

 

Financial Services are going mobile

Financial services are moving into the digital age with more and more services becoming available online. Customers increasingly want the ability to perform their banking from home, and the demand for self-service tools is on the increase.

Today, 4 out of 5 people in the UK own a smartphone, and mobile is becoming the most effective way to engage with your customers. With our communication services, you can launch multi-channel campaigns to engage your customers and improve your service levels without overloading your call centre or increasing your costs.

Engagement in action

How can you implement multi-channel engagement strategies in your organisation?

Omni-channel revenue collections

Our technology allows you implement a multi-channel collections process and encourage customer self-service. Through mobile, text, voice or web, we can help you to create intelligent multi-touch campaigns to engage your customers through the collections process. Target your customers based on your data and allow them to interact with you through their preferred channel.

With our MobilePay service you can send text message alerts when your customer has a bill due or has fallen into arrears. Embedded in the SMS will be a personalised link through to a secure mobile payment environment. Your customer will be securely verified before their payment details are taken. Payment details can then be saved to make future transactions quick and easy. MobilePay can be deployed on its own or in conjunction with our IVR service where your customers can self-serve over the telephone using voice and touch tones.

Customer notifications

Enhance your customer experience by sending personalised messages to your customers regarding their accounts. From low balance and service outage notifications to fraud alerts and appointment reminders, you can keep your customers happy and informed at all times.

88% of financial services organisations believe that their customer experience is positively impacted by the use of mobile messaging Exploring the impact of mobile messaging, IDC Report

Fraud prevention

Using dynamic data you can ask your customers security questions to verify their identity without the need for them to have reference numbers at hand. You can also use text message alerts to check the validity of phone numbers and implement 2-factor authentication for an extra layer of account security.

Policy renewal

When a customer has reached the end of their current policy, you want to make it as easy as possible to keep their custom. Send your customers reminders when their policy is up for renewal via SMS, voice, or web and provide them with easy options to confirm their new policy with ease and convenience.

Customer feedback

Ensure your customers are happy with the service they are receiving by sending them a short customer satisfaction survey via SMS. Real time reporting shows you where the gaps are in your customer service, so you can identify and rectify them immediately.

Benefits

Safe and secure

We operate PCI DSS Level 1 compliant processes and infrastructure for our payment handling services. Security is our number one priority.

Multi-channel communication

With our services you can combine mobile SMS, voice and email to create multi-touch campaigns. Get in touch with the right party, at the right time, through the right channel.

Send at the right time

We have specialised in communication for over 20 years. Our vast experience allows us to give you examples of what has worked best for our customers, so you can maximise the effectiveness of your customer contact strategy.

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Yakara collaborated with us to implement mobile and interactive voice response payments across the UK and Ireland. They closely listened to what we needed and have provided us with an excellent service that has both improved our collections process and saved us money.

Yakara’s MobilePay service has improved our collections, helping us to automate the process and increase self-service payments on behalf of our clients.

Contact Us

t: +44(0)131 510 0030
e: info@yakara.com

Yakara Ltd, 47 Timber Bush
Leith, Edinburgh, EH6 6QH, UK