ABN AMRO on Q-go

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    ABN AMRO on Q-go - Presentation Transcript

    1. Power to the customer! What else is new? Martijn van Keulen Head Content & Design ABN AMRO NL
    2. This presentation is not about …
    3. This presentation is (still) about …
    4. 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
        • Redesign ABNAMRO.NL
        • Q-go Implementation at ABNAMRO.NL
        • Next steps
        • October 23: First day results
        • Some interaction…
      Agenda
    6. Old
    7. New
        • Redesign ABNAMRO.NL
        • Q-go Implementation at ABNAMRO.NL
        • Next steps
        • October 23: First day results
        • Some interaction…
      Agenda
    9. Q-go on abnamro.nl = Klik
    10. Match questions
    11. Answer
    12. Cross sell/Cross service
    13. Contextual bannering
    14. Real FAQ’s
        • Redesign ABNAMRO.NL
        • Q-go Implementation at ABNAMRO.NL
        • Next steps
        • October 23: First day results
        • Some interaction…
      Agenda
    16. Next steps
        • Ph ase II: Better anwsers
        • Ph ase III: Keyword dialogue
    17. 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
        • Redesign ABNAMRO.NL
        • Q-go Implementation at ABNAMRO.NL
        • Next steps
        • October 23: First day results
        • Some interaction…
      Agenda
    19. 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…
    20. Top 10 populair questions
    21. 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
    22. 800x600…
    23. vs. 1024x768….
    24. Click true rate (after 1 day)
      • 54%
    25. 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.
        • Redesign ABNAMRO.NL
        • Q-go Implementation at ABNAMRO.NL
        • Next steps
        • October 23: First day results
        • Some interaction…
      Agenda
    27. Cap on, C ap off
        • Cap o n...
        • C ap off …
    28. Q: Wh ich is the best bank in the Benelux?
        • Cap on =
        • Cap off =
    29. Q: How many ATM’s?
        • Cap on = more than 1.500
        • Cap off = less than 1.500
    30. A: 1600 ATM
    31. Q: Which site inspired Q-go in 1999?
        • Cap on = Yahoo
        • Cap off = Ask Jeeves
    32. A: Ask Jeeves (now ask.com)
    33. Q: Who am I?
        • Cap on = Andruw Jones
        • Cap off = Chip Jones
    34. A: Andruw Jones
    35. Q: Which club does Ajax play next Sunday?
        • Cap on = PSV Eindhoven
        • Cap off = Feyenoord Rotterdam
    36. A: Feyenoord
    37. Q: How many bank shops in The Netherlands ?
        • Cap on = less than 551
        • Cap off = more than 551
    38. A: 561 Bank shop s
    39. Q: Can you search the Q-go website with Q-go?
        • Cap on = yes
        • Cap off = no
    40. A: I couldn’t find it…
    41. Q: How many NL Internet banking contracts?
    42. A: More than 3 million!
      • 3.001.453
      • Questions?
      The end… Thoughts? Ideas?

    + abnamroabnamro, 2 years ago

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