challenge
Customer service representatives with the lending product were engaging with consumers on an ad hoc basis. A response template was needed to unify messaging and create a consistent level of service across the system.
the work
In-depth analysis of customer communications to assess level of current messaging and touchpoints.
Extensive communications system with a standard set of communication messages. System included automated and manual email, SMS and letter responses that were triggered at key points throughout the service period and required no RM interaction.
Revised website copy that better anticipated and answered customer questions.
impact
The company engineer team received a coherent content matrix and approved copy of all messaging to build out the new communications system.
With communications streamlined across customer service, consumers received timely transactional information that was clear, accurate and complete. This provided customers with a valuably differentiated experience that reflected the brand through all communications touchpoints.