Axos Bank

Axos Bank Case Study Header

Glance yields higher returns for CSAT and digital transactions at Axos Bank

With Glance, Axos bankers can join customers on-screen and guide them as they use the online banking app.

Glance allows Axos bankers to deliver a digital banking experience that rivals an in-branch experience.

Market

Financial Services: Banking

Facts

Axos is a preeminent digital bank with over $11 billion in assets under management

The corporate mission is to provide the right technology and human banking expertise to empower customers to accomplish their financial goals

Axos Financial, Inc. is listed on the NYSE (AX) and is a component of multiple index funds

Improved online banking customer experience

Higher customer satisfaction

Higher lifetime customer loyalty and revenue

Axos Bank Woman Sitting2

How Axos Bank uses Glance

With Glance, Axos bankers can see exactly what an account holder sees on their screen as they navigate the online banking app. Agents can guide customers through a number of transactions including bill payments, fund transfers, and the completion of applications for bank products like mortgages and personal loans.

Glance collaboration sessions can be launched easily by the banker, and Glance requires no download from the customer. It is a frictionless experience for the banker and the customer that works with any computer or mobile web browser the customer might be using.

Glance is engineered to comply with the strictest security and privacy standards of financial services companies. Sensitive personal information in the customer’s online banking account can be masked from the view of the banker. Glance encrypts all transmitted data and employs enterprise-class SSO.

Axos Bank uses Glance to improve CSAT for customers using online banking

Bankers use Glance to “cobrowse” with customers in the Axos online banking app, guiding them to complete online transactions like bill payments, fund transfers, and applications for other bank products like mortgages and personal loans.

  • Online banking support
  • Real-time on-screen guidance
  • Premium customer experience
  • Guide the customer to complete transactions

We’re able to jump right into whatever issue the customer may be facing and provide real-time guidance as opposed to trying to make them describe what they see on the screen.

Jonathan Crane | Senior VP, Centers of Excellence

More Case Studies

‘;

Truckstop.com delivers premium customer care with Glance

‘;

Glance makes customer consultations less taxing for Intuit

Visual engagement breakeven in under six months. 396% ROI after 3 years.

  • Shorter average handle time
  • Lower call center staffing costs
  • Higher first call resolution
  • Higher customer loyalty and lifetime revenue

Ready to see what visual engagement looks like in action?

It’s easier for us to show you than to describe it here in writing. Request a live demo to see the many ways Glance can transform your customer experience.