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Competitor Mystery Shopping - Helping Fintech Increase Sales
Presented by Market Alert Ltd.
CHALLENGE
After 2 years of steady growth, sales had flattened.
Yet according to research, customer satisfaction was still high in loan application, processing and repayment.
The Fintech client asked us to investigate.
SOLUTION
- Mystery shopped both client and competitor online chat experiences.
- Interviewed competitor customers.
- Quickly identified competitor best practices and critical gaps in the client’s chat features and sales delivery.
RESULT
The client used our findings / recommendations to
- Add the name and photo of the agent in the chat communication
- Reduce wait time
- Train chat agents to ask for the business
Within 6 months sales had increased 10% versus same period 1 year previous.
Presented by
Featured expert
Meticulous planned Competitive Intelligence, Customer Journey Mapping, Mystery Shopping, New Market Assessments, New Product Research. 31 years
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