A financial services provider wanted to drive growth in private lending by reaching a previously untapped customer segment. The target group included individuals who found it difficult to visit a branch or felt uncomfortable applying for credit in person. An earlier attempt to offer online loan applications failed due to high drop‑out rates before completion. To address this, an additional chat channel was integrated into the contact centre platform. This enabled customers to ask questions and receive guidance in real time while applying for loans. The chat-based approach reduced barriers, improved engagement, and increased completion rates by offering personal, low‑pressure support throughout the customer journey.

Join for free to read