We are driving forward digitalisation in customer service in order to offer our customers an even better and faster service. At the same time, personal advice remains important, whether on the telephone or at our various hubs in Switzerland. We aim for high customer satisfaction.
Whether it is blocking a card at midnight or reporting a suspicious transaction on Sunday morning, we want to be there for our customers and their concerns at all times. That’s why we are continuously optimising our customer service – also with the help of artificial intelligence and automated processes.
Digital efficiency for standard enquiries
Our self-service channels are very popular with customers, and we are continuously developing them further. Simple requests can be handled easily online around the clock in the Cembra app or via eService. On its website, Cembra offers an AI-supported chatbot for questions about our products and services. Shortly after its launch, over 400 enquiries were being answered every day.
We also provide our customer service employees with appropriate AI tools. This enables them to respond to enquiries more quickly and in a more targeted manner.
Personal advice for individual concerns
Thanks to the optimisation of digital processes, our customer service employees have more time to deal with complex matters. Our experts on the phone and at our hubs offer the greatest added value here, as they provide our customers with individual advice and find tailor-made solutions for them.
By combining digital efficiency with high-level personal advice, we are aligning our customer service even more closely with the needs of our customers – with the aim of further improving customer satisfaction in the long term.
Three questions for Sonia Garcia Cueto:
Team Leader Customer Service For which issues do credit card customers seek personal advice?
Basically, customers call us when they have a concern that they would rather clarify over the phone. Many want advice on choosing a credit card to find out which product suits them best. Or it is about changes to customer data or transactions that they cannot understand. Then, we get to the bottom of the matter together.
When are you satisfied with your service?
In customer service, it is important that we understand the customer correctly. That is why we rephrase their concern in our own words. We explain what we are going to do with the enquiry. This is a good way to engage with people, even when they have complaints. Many confirm at the end that they feel they have received good advice. Then I know I have achieved my goal.
How many calls does customer service receive per day, and how long do they last?
In our credit card business, around 40 colleagues each handle an average of 75 calls per day – sometimes more than 100. Most calls are very short. In complex cases that require tact and in-depth specialist knowledge, a call can last up to 15 minutes.