New service: we are launching ‘11Onze at home’
Can you imagine your financial institution helping you when you have doubts directly from your home? This is what 11Onze will do with the new ‘11Onze at home’ service. We will guide you through the process of contracting products and all the formalities. Because 11Onze is home, and we want you to feel that way, too.
“We are a fintech community, a fincom. That’s why technology is part of our DNA and we are constantly looking for and reviewing all the tools with which we connect with our community,” the head of agents Mireia Cano explains. It is precisely with this motivation that the ‘11Onze at home’ service was born. The service will offer the support of an agent at home via video call, and will resolve all the doubts you may have.
‘11Onze at home’ is a necessary service, because it opens up a new face-to-face communication channel, in addition to chat, email and calls. It will be especially useful for people with accessibility problems. The video call allows an almost face-to-face experience, in which the conversation can be more fluid. In addition, we will gain agility, because the service will allow the customers to share what they see on their mobile, and the agent will be able to guide them step by step.
In fact, 11Onze’s new service comes ahead of the draft law on customer services approved by the Spanish government just this week. With this new regulation, consumers will be able to demand to be attended by a person and not a machine. It also limits the response time to a complaint and the waiting time for a call.
“We know that doing financial transactions often requires a greater investment of time than many of us would like. If we can resolve your queries, or help you with a contract in just 15 or 30 minutes, why spend more time?,” Cano sums up, who reiterates that 11Onze wants to “offer personalised attention, without queues and without leaving home.”
Booking is very simple
But how will the service work and how will it be possible to receive help at home? “Receiving a visit from an 11Onze agent at home is very simple: all you have to do is arrange a visit, selecting the day and time you want to make the call,” the head of agents explains. We will automatically receive a confirmation email with the booking information: day, hour, assigned agent and link from where to connect. When the moment of the visit arrives, you simply log on to the link and start the visit. If you need to cancel or reschedule the booking, you can also do so from the same email.
“We hope to reach out, help, share and improve the customer experience. The service is focused on anyone who needs help, but especially on those who have difficulties with technology and need special attention,” Mireia Cano explains. Now, beyond guiding our community by phone or email, the 24/7 attention of 11Onze will add a visual guide and the company of an agent.
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