Scotiabank - Small Business Banking

 Case Study

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Scotiabank - Small Business Banking

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Scotiabank one of North America’s premier financial institutions, has expanded their initial IntelliResponse deployment in their Small Business Banking division, where it helps account managers with customer queries, to now include corporate-wide deployment on their web site.

Today Scotiabank's customer service features include the IntelliResponse Instant Answer Suite. The web site function has been branded 'Ask Scotia" by the bank and allows customers to ask question in their own words and quickly receive information and relevant links.

Success results for Scotiabank.

>>   Reduced email volume by 20%
>>   Deliver One Right Answers to about 95% of questions asked online
>>   Reports and analysis provide vital insight into how the bank can tailor
        their web site content and services to better meet customer needs