If you’re familiar with the ING app you can literally arrange all your financial affairs independently. Perhaps you need to block your pass, increase your limit, activate a credit card or change an address. But what happens if you still require a helping hand?
It sounds simple. A quick call to ING customer services and all is solved. However, in practice, not so easy as explaining how the app works is only successful if you know where everything is located. Plus, the app is frequently updated, making it all the more challenging. Which left ING asking us to help create ‘how-to’ videos for their employees.
But is a ‘how-to’ film really that useful? How much will actually be remembered when on a customer call? It got us thinking about a more practical solution; a clickable PDF, available on the app, allowing both parties to simultaneously view the same screen. You ‘click’ together – providing real time information and absolute clarity, all the way to the finishing line!
A wonderfully handy tool that actually helps the employee and customer alike, making both parties happy.
“We are delighted that you came up with a far more suitable alternative. Thank you!”
Are you also looking for a means to improve communication with your customers, or internal teams? We’d love to think alongside and help you find a solution.
