Bereavement journeys are difficult both emotionally and technically, often having several pain points which lengthen journeys and causing customer frustration and lead to complaints.
Partnering with Vizolution, you can deliver a fully digital self-serve bereavement journey, reducing customer complaints, removing customer pain points and reducing the journey time by an incredible 23 days.
Visually Present Options
Allow your advisors to display visual content to customers to guide them through the bereavement process.
Gather and verify the bereaved individuals documents and ID in real-time or allow customers to upload in their own time.
Provide customers with the documents required to complete their bereavement journey instantly or in their own time.
Present or send agreements to customers and capture their signatures electronically.
Guide customers through your website by jointly viewing and completing actions on the same webpage.
During a difficult process utilise video capability, allowing customers and agents to speak face to face.
Case Study: RBS Transforms Bereavement with Vizolution
Watch the video to see how we improved RBS’s bereavement journey
Vizolution helped digitise RBS’s Bereavement journey, creating a completely paperless journey and dramatically reducing journey times, from 27 days to 2 days in some instances.
You too can realise significant KPI improvements by removing pain points from your bereavement journey, either agent-assisted or self-serve, delivering a streamlined journey utilising the low costs and convenience of remote channels.
Download the full case study and discover how Vizolution
helped digitise RBS’s bereavement journey.
Combining Agent-Assisted & Self-Serve
Vizolution’s technology allows you to serve your customers through their channel
of choice. Enabling your customers to self-serve at their own convenience, while
initiating agent-assistance for more complex areas of the wealth journey.
Replicate the face-to-face customer experience remotely, by providing your contact centre agents and advisors with the tools to visually display content to customers, exchange documents in real time, collect electronic signatures and help customers co-browse your website, all whilst on a live video call or phone call.
Allow your customers to self-serve where possible with a convenient and highly secure digital portal, where they can progress their cases and applications, upload and download required documents, sign agreements and receive automated reminders of updates and outstanding actions.
The importance of being human in a digital world
Purely digital services on their own are proven to transform fulfilment, for example to support Bereavement, Mandate Maintenance, simple admin like change of address, marital status and are perfect to handle transactions.
But as soon as the product or service becomes more complex, customers need advice: Personal Loan, Mortgage, Wealth or Account advice. Selling these financial services without assistance through a purely digital service, is equivalent to ‘selling’ them on a comparison web site – a price race to the bottom.