Case Study: Crédit Agricole next bank improves digital onboarding and customer satisfaction with Unblu Co-Browsing

Credit Agricole next bank boosts trust with unblu as 45% of calls require support

Crédit Agricole next bank, a Swiss retail bank, needed to update its digital capabilities to maintain service excellence during an end-to-end transformation. After migrating to a new e-banking environment, a key moment of friction was identified in the customer onboarding journey. To build trust and meet new clients' needs more effectively, the bank turned to the vendor unblu to implement its Co-Browsing solution.

By implementing unblu's embedded Co-Browsing, agents were able to securely see and interact with customers' web applications to guide them visually. This solution transformed the onboarding process, leading to an increase in both client and agent satisfaction. The bank also devised a roadmap to further leverage the unblu platform by implementing additional features like Video & Voice and Live Chat to increase service efficiency and generate more value.

Credit Agricole next bank