Click, call, chat
Whether it be by phone, by chat or by video, it should be easy for you to contact ING on any channel. With this in mind, ING has introduced a global contact centre platform that provides the same customer contact experience, wherever you are.
The platform, available in eight countries, standardises how you interact with ING, with each country able to use or combine channels, depending on needs.
For example, in the Netherlands and Belgium, you can call or chat with ING. With just one push of a button in the banking app you can skip the authentication process, saving valuable time.
In Italy, there’s a call back request option if you run into problems using the app while in Germany you can now get remote advice through video.
And in the Philippines, the platform not only enables you to chat with ING, but it is intuitive in that a call centre agent can pick up your conversation at any time.
The platform also enables countries to use chatbots, which use machine learning and data from previous interactions to provide the best possible answers.
“Using cutting-edge technologies like chatbots, virtual assistents and remote advice capabilities helps improve the customer experience and optimise our journeys. The global contact centre makes these technologies accessible for all countries,” said Marnix van Stiphout, chief operations officer of ING.
Given the platform is cloud-based, ING can be more innovative and flexible in adjusting to your needs.