My Bank
Customer Service
My Bank
Customer Service
Join the banking customer service
REVOLUTION
Support your customers conveniently in one central portal and deliver best-in-class customer service at no capital cost. Sign up for free.
A game-changer in banking customer service
With the incessant emergence of new technology, meeting customer needs satisfactorily gets increasingly cumbersome to manage for both banks and their customers.
My Bank Customer Service (MBCS) is a central customer service portal designed specifically to cater to all the support needs of bank customers conveniently in one place.
With an account on MBCS, customers all over the world are able to access help quickly from all their banks in one central portal conveniently.
As a bank, your support agents and customer service managers can now manage support requests more efficiently and gauge service quality with your own defined turnaround time and customer feedback.
Today's customer is not very forgiving for poor service experiences. 89% of consumers begin doing business with a competitor following a poor customer experience. 90% expect an "immediate" response, which 60% expect to be within 10 minutes.
How efficient is your current customer service model? How swift is your response time?
MBCS helps you stack up the aces to help you deliver top-notch customer service.
Features
It's easy for customers to ask for help
Customers can make support requests as guests or as registered users by email or directly from the customer portal to the specific bank they need help from or find help from the knowledgebase. Support requests create full-featured tickets.
Continuity in issue resolution
Tickets are threaded; enable asynchronous messaging and show history/ detailed activity by all participants. Customers don't need to repeat information when tickets are escalated or reassigned.
Full stack ticket management tools
Assign, unassign, merge, link, split, and change ticket ownership with ease. Multiple ticket statuses such as open, pending, answered, overdue, closed give information and allow for easy filtering.
Bank-defined TAT with overdue alerts
Tickets get marked overdue when they have not been answered by your defined turnaround time. Overdue tickets trigger alerts to agents and service managers automatically.
Create todo tasks and notes from tickets
Customer service often includes backend activities and actions before issues are resolved. Agents can create todo tasks and notes right from support tickets. And tasks can be assigned and unassigned.
Customer ratings and feedback
When a ticket is closed, customers are automatically sent a request to rate their experience from 1 star to 5 stars. They also get to provide detailed feedback to give you more insights.
Canned responses for faster delivery
Pre-created responses to standard requests such as product features, fees, procedures etc, help your agents to resolve issues much faster and in more streamlined language.
Branded notifications & custom settings
Set your own TAT, knowledgebase, custom forms, ticket queues, support teams and get statistics for all ticket activities. You also get to brand your emails and use your own email addresses to communicate.
Transform your bank
Raise the bar on customer service with MBCS as an enabler. Reduce crowding in your banking halls, respond swiftly and collaborate effortlessly on support requests.
Data-driven measuring and evaluation help you ensure that agents comply with your service standards. A stitch in time saves nine - prompt notifications on state of service delivery will help you keep issues from escalating out of hand
Insights from statistics and customer feedback will help you improve continuously, creating convenience and joy for your customers. Directly improve customer retention.
How MBCS works
Getting help from different banks on the myriad of service issues can be cumbersome, slow and distant for customers.
This is why we created My Bank Customer Service ("MBCS") to bring all your customers closer to you; and put good support tools at your finger tips. MBCS is a central customer service portal that gives you access to a full-featured suite of support tools to help you help all your customers conveniently.
It is easier to monitor support requests and collaborate with other team mates for swift issue resolution. Customers give feedback based on their level of satisfaction; and this helps you improve continuously.
In order to streamline support requests and serve customers better, we utilize a support ticket system.
Every support request is assigned a unique ticket number which you can use to track the progress and responses online.
Support requests your customers make are automatically assigned to only your bank to be handled directly by your agents.
You can monitor service delivery in real time on an ongoing basis to make sure your standards are being met.
After a support issue is resolved, your customer will be able to rate the quality of service received and give you feedback.
For your reference we provide a complete archive of all your customers' support requests.
More ways to help your customers
You can use the self-service feature to provide the assistance your customers need with knowledgebase articles. We have provided a structured knowledgebase for each bank, comprising of information about procedures, requirements, fees and charges, product features, other frequently asked questions and solutions to common banking problems. Setting up knowledgebase content for your bank is free.
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Stack up your aces
Good customer service is the life blood of banking. Your customers need to trust that you care about and respect them. Setting high standards; providing prompt responses; focusing on relationships; proactively meeting needs; obtaining and utilizing feedback; developing in-depth product or service knowledge; continuous improvement and utilizing customer self-help tools are all important building blocks for great customer service. MBCS helps you cover all the bases.