ATG in Financial Services
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ATG Drives Online Success in the Financial Services Industry

As a financial services firm, your organization may be trying to save costs by encouraging customers to do business with you online, though most still prefer to use more traditional offline channels. One of the main consumer concerns with purchasing financial products online remains the fear of security problems. Many online financial services applications are abandoned before application forms can be completed. A study by the Identity Theft Resource Center about online safety awareness found that an overwhelming 85 percent of the respondents expressed significant concern about the safety of sending information over the Internet. Forrester Research has reported that a majority of consumers still want human assistance to validate their financial purchase decisions.

In a highly competitive market, you have to do more than ever to reassure your existing customers and engage and convert new ones. But at a time when consumer trust and confidence are both in short supply, you are likely left asking, "How?"

A Sampling of ATG's Financial Services Customers

Proactively Address Your Customers' Concerns

Giving your customers the same sense of security and service across online and offline channels is paramount to growing your business. The best way to do that is by guiding them and offering interactive live help at strategic points during the online transaction. By making your online customer experience as “human” as possible, you can speak to each customer personally, answer questions, and instill trust.

Humanize the Web Experience with ATG

Firms that are adept at moving consumers from the web to a live help interaction are successful in increasing online conversion rates. In fact, Forrester Research found that click to call interactions boast resolution rates as high as 45 percent, which is nearly twice the typical call center conversion rate and about four times higher than the average of 10 percent for proactive sales.

ATG Optimization includes a live help solution that proactively engages website visitors with human assistance to increase conversions, reduce abandonment, and improve overall customer satisfaction. In fact, over 100 large financial services and insurance companies worldwide – including 50 percent of the top 15 firms – use ATG Optimization solutions to engage, convert, and retain customers. ATG Live Help is the ideal solution to increase online revenue, reduce website abandonment, and improve customer loyalty and contact center efficiency.

Instill confidence and increase conversions
  • Use ATG Live Help, including Click to Call and Click to Chat, to help online customers gain the security and confidence they need to complete online transactions
  • Provide live assistance on demand, personally, proactively, and immediately
  • Connect high value visitors on your website directly with your contact center
  • Pass along valuable information – such as consumer web session data – to your agents, for faster conversions, increased efficiency and reduced costs
  • Maximize each and every online interaction, reduce abandonment, and drive new revenue
Immediately impact the bottom line
  • Implement ATG Optimization solutions with little more effort than adding a line of code to your site
  • Leverage flexible business rules engine to address your specific needs
  • Tap into rich reporting and testing tools to measure ROI