Help at your fingertips – new customer support feature launched

From product-focused to personalised

New fast-paced technologies open more opportunities for banks than ever to deliver great customer experiences. However, as the number of products increases, customers may also face challenges using several different services, Anders Nicander says:     

“We’ve come quite far in creating a true omnichannel experience. Omnichannel is about putting the customer at the centre so all channels and touchpoints revolve around them and not the product. Today customers can access our products and services in their preferred channel and in many cases move seamlessly between them, but the support side has been a bit more fragmented and also somewhat product-focused.”

An obvious solution is of course to have savings and investment tips next to your savings account, but it also presents some obstacles. A product-based support approach often requires the customer to have some degree of knowledge about banking products and banking terminology. Here more support is often needed and this is why the new Help tab has been created, so we can now cater for a wider variety of users.

Bots trained by humans 

At the core of the Help tab is a search function that enables customers to navigate quickly and efficiently across our digital channels. It connects existing FAQ pages, shortcuts, product information and chatbot suggestions to provide a more targeted search. Customers can now jump directly to, for example, our mortgage calculator or start a more explorative conversation on a housing loan with our chatbot, which handles around half a million chats a month.

“It might sound like a 100% digitalised experience, but at Nordea the human dimension is never far away. Our chatbots are trained by employees in our contact centres, who have a pretty good idea of what people are asking about. From the Help tab you can also call or chat with us directly and there is of course always the option to book a meeting with one of our advisers. It’s always up to the customer how they want to interact with us. In our channels we want them to experience that Nordea always picks up where their last conversation with us left off,” Anders Nicander summarises.