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Whether you're helping customers through their investment questions or explaining their latest insurance claims, you know that when many customers contact your team, they're already feeling frustrated, overwhelmed, or confused. The help you provide is deeply personal—affecting their very livelihoods or health. Simply put, their calls matter. Using an intelligent call routing service can help you ensure those calls are reliable, secure, and clear so you can hear their every word.
A guy giving you directions can do any number of things. If he's not local and doesn't have the right knowledge, you'll have to find someone else. Maybe he gives you directions, but they're based on landmarks or signals you don't understand (“take a right where the Dairy Queen used to be”). Or, he talks too fast and you leave feeling even more confused. In only a few situations do you get the information you need, the way that you need it.
Then, think about Google Maps (or Waze or whatever you use). It not only gets you where you need to go, but it also takes you right where you need to be using the most efficient route possible while avoiding any specified road features (like freeways or toll roads).
It's more than a bit of a difference, and it's the same difference that working with an intelligent call routing service versus a traditional model provides your customers and their overall experience. But, how can call routing help a financial services company specifically?
Simply having direct access to the information they need to know—when they're staring at an insurance claim or their bank account—can vastly improve how a customer feels after an interaction with your company. Rather than three rights to make a left, they get a clear arrow to their destination.
For example, if a customer in California calls about a mortgage, they'll want to talk to an agent who understands their state's laws and regulations. Typically, that agent will physically be in California and can answer on-the-ground questions using information that someone in Delaware may not have the same access to.
Think back to how Google Maps allows you to customize certain road features you want to avoid (like toll roads). As a company, you may know that certain regions have lax data security laws or regulations that expose your customers to potential threats. Instead of routing their call through that country, georouting allows you to route it intelligently through a safer area.