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Financial Services Configuration Overview: Customer Service
Financial Services Configuration Overview: Customer Service

Recommended platform setup to help you turn customers into advocates

Updated over a year ago

Congratulations! You've made the leap to offer SMS messaging as a way to connect and communicate with your customer. Now let's show you how to really take it to the next level by using Segments to group your customers by key attributes, help keep customers on track by sending out payment reminders and sending out real time customer surveys to garner their feedback.

Here's our recommended configuration for providing exceptional customer service:

KEY INTERACTIONS to think about:

  • Welcome - first customer interaction

  • During the process - while waiting for approval or taxes

  • Follow-up to complete application

  • Signing loan

  • After process - check-in

  • Payment due dates

  • Payment not made

  • Buyout amount conversation

  • Loan cancellation

TEMPLATES to create to quickly respond to customer FAQs:

  • Location hours

  • Directions to office

  • Not accepting new applications

  • Loan Approval

  • Loan Denial

  • Thank you

  • Processing buyout amount

SEGMENTS to setup to help target your communication:

  • Loan phase (pre-approval, paying, cancelled)

  • Collection status

  • Loan deferment

  • Due date

TAGS that can be temporarily applied to individual contacts:

  • Approved

  • In-process

  • Denied

  • Buyout

ZINGS to create to help automate your communication and processes:

  • 5 minute escalation

  • Loan Keyword Zing (complete application online)

  • Approved tag Zing

  • Payment Due Date Zing

  • After-approved Survey

  • Unknown Contact Registration Zing

Want to see a step by step walkthrough of this and other Financial Services use cases? We've got you covered, check out the video section of our knowledge base for our in depth video tutorials.

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