This is the story of one bank’s quest to create an exceptional customer experience in an industry plagued by distrust and impersonal service.
This is the story of one bank’s quest to create an exceptional customer experience in an industry plagued by distrust and impersonal service.
5 PagesUsing Invoca call tracking & analytics to deliver a better customer experience CASE STUDY This is the story of one bank’s quest to create an exceptional customer experience in an industry plagued by distrust and impersonal service. 300% increase in call duration, indicating quality calls 50% increase in paid search conversions with 100% increase in mobile conversions 50% average reduction in cost per conversion 60% increase in call center efficiency Results at a Glance2 | SUNTRUST CASE STUDY THE MISSION: Deliver a superior customer experience. The marketing team is in an battle to win the hearts (and business) of SunTrust Bank’s customer base. When it comes to financial services, people are cautious and have sky-high expectations—this isn’t like buying a toaster after all
