Monitoring VoC for Hello bank!
Taking care of 350,000 clients and providing them with only the highest quality services is no walk in the park. To meet this challenge, the Czech branch of Hello bank! has been collecting and analyzing feedback from its clients from many sources, and seeking ways to make the lengthy and mostly manual process more efficient. Hello bank! implemented Geneea’s custom-made NLP solution that analyzes and sorts all texts, quickly and automatically.
Situation
- Too many answers to open-ended questions
- Feedback collected from multiple touchpoints and multiple tools (Satismeter, Click4Survey)
- Incoming texts sorted manually
- No option to prioritize negative feedback
Solution
-
Use Geneea’s NLP engine to automatically:
- analyze every review
- detect sentiment
- add tags and categories
- Single source of truth summarizing all data
Results
- Daily, easily understood overviews of customer feedback received
- Feedback quickly sorted by positive and negative sentiment, keywords, and categories
- CX team quickly passes clients’ compliments and needs to appropriate managers
- Automated visualization of analysis results in Tableau
- Easy creation of monthly CX development reports
“By integrating Geneea into the Hello bank! ecosystem, we have acquired a powerful tool that has helped us translate the voice of the customer into the daily life of the company. We got closer to our customers and have significantly improved our customer service.”
Conclusion
Customers’ opinions, comments, and compliments are of great value to a growing business, and one of the main pillars of its success. But it is essential to process and address customer feedback quickly. By automating the task and creating a clear, categorized database of text answers from all sources used, Geneea helped Hello bank! to simplify the work of its CX team and improve customer satisfaction.
About Hello bank!
Hello bank! is a digital direct bank owned by BNP Paribas. It started operations in 2013 and is active in France, Belgium, Germany, Italy, the Czech Republic, and Austria. It offers services such as banking, brokerage, insurance, loans, and savings. In BNP Paribas’ own words, it is “the first 100% digital mobile bank in Europe.”
The Latest from Geneea
Automatic Text Analysis of Pre-Election Communication by Political Parties
Parliamentary elections took place in the Czech Republic last Friday and Saturday. For Geneea, this was an important period — since 2020, we’ve been actively involved in reporting election results. For the Czech News Agency (ČTK), we automatically and in real time generate articles with both interim and final results, allowing journalists to devote more...
Geneea and Stibo DX Announce Partnership to Accelerate AI Innovation for Newsrooms
Geneea and Stibo DX are proud to announce a major milestone in their collaboration: Geneea has become an official technology partner of Stibo DX, marking the beginning of a closer product and business relationship. This partnership formalizes years of successful cooperation and shared innovation between the two companies. By combining Stibo DX’s industry-leading content management...
Tagging That Works—for Editors, Readers, and Revenue
In today’s newsrooms, assigning metadata to articles has become an essential part of the publishing process. Metadata includes information such as the author’s name, the publication date, and the section of the website the article belongs to (e.g., culture or sports). The purpose of this metadata is to provide quick, structured information about an article...