How UBA’s call back app is changing customer service in banking

Banking group employs omni-channel marketing to deal with customer queries

UBA headquarters in Lagos, Nigeria. The banking group has a Kenyan subsidiary in Kenya with branches in major cities
UBA headquarters in Lagos, Nigeria. The banking group has a Kenyan subsidiary in Kenya with branches in major cities

United Bank of Africa Group, (UBA) is going above and beyond the legacy banking systems to omni channel marketing and social media lead generation, meeting its customers where they are – on websites, email, social networks, and cross-device platforms.

UBA Group is taking advantage of Artificial Intelligence (AI)-powered systems that even banks in developed markets haven’t implemented yet. For instance, customers calling the bank for enquiries or support now have the option of requesting a call back to get on demand information. This has been implemented by using web to phone callback technology developed by Lucep.

You can see the website widget deployed on the UBA website for several financial services and products.

The bank’s customers enter in their name and number, and select the reason for which they want a call back.

The Lucep AI takes the callback request, and distributes it to the right team, ensuring it goes to an authorized member of the team who has the Lucep app on their smartphone. This member can then connect back to the customer through the app itself.

The benefits of such an instant response system are huge, especially when it’s about following up on new customers who are inquiring about banking services. Let’s say someone who wants a mortgage calls UBA and a few other banks to compare the procedure, costs and paperwork needed.

UBA being the only one who has implemented an instant lead response system, is able to give the customer a call back within one or two minutes.

Since UBA is the first to call back, it gives it an edge over others. The bank is able to engage customers and get them to sign up before the competitors have a chance to make a call and talk to the customer.

Customers also appreciate the bank calling back instantly, while other banks may take hours or even days to respond.

It is this kind of attention to detail, personalized service, and deft use of the latest technologies that has helped UBA stay ahead of its competitors in Africa, and ahead of the trends in the global banking industry.

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