ABN AMRO on Q-go

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Information about ABN AMRO on Q-go

Published on December 24, 2007

Author: haijeson

Source: slideshare.net

Description

Presentation ABN AMRO on user conference of Q-go on november 8 2007 by Martijn van Keulen

Power to the customer! What else is new? Martijn van Keulen Head Content & Design ABN AMRO NL

This presentation is not about …

This presentation is (still) about …

ABN AMRO NL Facts & Figures 21.800 employees 561 Bank shops 1.600 ATM’s www.abnamro.nl: In O ctober 2007 average daily unique vistors = 280.951 Peak: O ctober 25 unique daily visitors = 428.586 IDEAL transactions in september = 332.642 More than 500 million Internet bank transactions since january

21.800 employees

561 Bank shops

1.600 ATM’s www.abnamro.nl:

In O ctober 2007 average daily unique vistors = 280.951

Peak: O ctober 25 unique daily visitors = 428.586

IDEAL transactions in september = 332.642

More than 500 million Internet bank transactions since january

Redesign ABNAMRO.NL Q-go Implementation at ABNAMRO.NL Next steps October 23: First day results Some interaction… Agenda

Redesign ABNAMRO.NL

Q-go Implementation at ABNAMRO.NL

Next steps

October 23: First day results

Some interaction…

Old

New

Redesign ABNAMRO.NL Q-go Implementation at ABNAMRO.NL Next steps October 23: First day results Some interaction… Agenda

Redesign ABNAMRO.NL

Q-go Implementation at ABNAMRO.NL

Next steps

October 23: First day results

Some interaction…

Q-go on abnamro.nl = Klik

Match questions

Answer

Cross sell/Cross service

Contextual bannering

Real FAQ’s

Redesign ABNAMRO.NL Q-go Implementation at ABNAMRO.NL Next steps October 23: First day results Some interaction… Agenda

Redesign ABNAMRO.NL

Q-go Implementation at ABNAMRO.NL

Next steps

October 23: First day results

Some interaction…

Next steps Ph ase II: Better anwsers Ph ase III: Keyword dialogue

Ph ase II: Better anwsers

Ph ase III: Keyword dialogue

Next steps Ph ase II: Better anwsers Ph ase III: Keyword dialogue Ph ase IV: CCC/Branches ( Ph ase V: Automatic chat) ( Ph ase VI: Voice self service) And : Real FAQ’s on category pages English version Tridion/Q-go connect or

Ph ase II: Better anwsers

Ph ase III: Keyword dialogue

Ph ase IV: CCC/Branches

( Ph ase V: Automatic chat)

( Ph ase VI: Voice self service) And :

Real FAQ’s on category pages

English version

Tridion/Q-go connect or

Redesign ABNAMRO.NL Q-go Implementation at ABNAMRO.NL Next steps October 23: First day results Some interaction… Agenda

Redesign ABNAMRO.NL

Q-go Implementation at ABNAMRO.NL

Next steps

October 23: First day results

Some interaction…

October 23: A lot of questions In 24 hours Q-go on ABN AMRO generated 24.650 questions 41 peaks of more than 50 question per minute…

In 24 hours Q-go on ABN AMRO generated 24.650 questions

41 peaks of more than 50 question per minute…

Top 10 populair questions

Populair questions Inloggen (2577 gevraagd) waarom kan ik niet inloggen? ik kan niet inloggen kan niet inloggen Waarom kan ik niet inloggen zoals gewoonlijk waarom is internet bankieren nu ineens zo sloom

800x600…

vs. 1024x768….

Click true rate (after 1 day) 54%

54%

Conclusion Power to the customer … … what else is new? Q-go helps to listen and respond to customers in a better way than we used to.

Power to the customer …

… what else is new?

Q-go helps to listen and respond to customers in a better way than we used to.

Redesign ABNAMRO.NL Q-go Implementation at ABNAMRO.NL Next steps October 23: First day results Some interaction… Agenda

Redesign ABNAMRO.NL

Q-go Implementation at ABNAMRO.NL

Next steps

October 23: First day results

Some interaction…

Cap on, C ap off Cap o n... C ap off …

Cap o n...

C ap off …

Q: Wh ich is the best bank in the Benelux? Cap on = Cap off =

Cap on =

Cap off =

Q: How many ATM’s? Cap on = more than 1.500 Cap off = less than 1.500

Cap on = more than 1.500

Cap off = less than 1.500

A: 1600 ATM

Q: Which site inspired Q-go in 1999? Cap on = Yahoo Cap off = Ask Jeeves

Cap on = Yahoo

Cap off = Ask Jeeves

A: Ask Jeeves (now ask.com)

Q: Who am I? Cap on = Andruw Jones Cap off = Chip Jones

Cap on = Andruw Jones

Cap off = Chip Jones

A: Andruw Jones

Q: Which club does Ajax play next Sunday? Cap on = PSV Eindhoven Cap off = Feyenoord Rotterdam

Cap on = PSV Eindhoven

Cap off = Feyenoord Rotterdam

A: Feyenoord

Q: How many bank shops in The Netherlands ? Cap on = less than 551 Cap off = more than 551

Cap on = less than 551

Cap off = more than 551

A: 561 Bank shop s

Q: Can you search the Q-go website with Q-go? Cap on = yes Cap off = no

Cap on = yes

Cap off = no

A: I couldn’t find it…

Q: How many NL Internet banking contracts?

A: More than 3 million! 3.001.453

3.001.453

Questions? The end… Thoughts? Ideas?

Questions?

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