ABN AMRO on Q-go

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Presentation by Martijn van Keulen about the implementation of Q-go on the new ABN AMRO website

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ABN AMRO on Q-go

  1. 1. Power to the customer! What else is new? Martijn van Keulen Head Content & Design ABN AMRO NL
  2. 2. This presentation is not about …
  3. 3. This presentation is (still) about …
  4. 4. ABN AMRO NL Facts & Figures <ul><li>21.800 employees </li></ul><ul><li>561 Bank shops </li></ul><ul><li>1.600 ATM’s www.abnamro.nl: </li></ul><ul><li>In O ctober 2007 average daily unique vistors = 280.951 </li></ul><ul><li>Peak: O ctober 25 unique daily visitors = 428.586 </li></ul><ul><li>IDEAL transactions in september = 332.642 </li></ul><ul><li>More than 500 million Internet bank transactions since january </li></ul>
  5. 5. <ul><ul><li>Redesign ABNAMRO.NL </li></ul></ul><ul><ul><li>Q-go Implementation at ABNAMRO.NL </li></ul></ul><ul><ul><li>Next steps </li></ul></ul><ul><ul><li>October 23: First day results </li></ul></ul><ul><ul><li>Some interaction… </li></ul></ul>Agenda
  6. 6. Old
  7. 7. New
  8. 8. <ul><ul><li>Redesign ABNAMRO.NL </li></ul></ul><ul><ul><li>Q-go Implementation at ABNAMRO.NL </li></ul></ul><ul><ul><li>Next steps </li></ul></ul><ul><ul><li>October 23: First day results </li></ul></ul><ul><ul><li>Some interaction… </li></ul></ul>Agenda
  9. 9. Q-go on abnamro.nl = Klik
  10. 10. Match questions
  11. 11. Answer
  12. 12. Cross sell/Cross service
  13. 13. Contextual bannering
  14. 14. Real FAQ’s
  15. 15. <ul><ul><li>Redesign ABNAMRO.NL </li></ul></ul><ul><ul><li>Q-go Implementation at ABNAMRO.NL </li></ul></ul><ul><ul><li>Next steps </li></ul></ul><ul><ul><li>October 23: First day results </li></ul></ul><ul><ul><li>Some interaction… </li></ul></ul>Agenda
  16. 16. Next steps <ul><ul><li>Ph ase II: Better anwsers </li></ul></ul><ul><ul><li>Ph ase III: Keyword dialogue </li></ul></ul>
  17. 17. Next steps <ul><ul><li>Ph ase II: Better anwsers </li></ul></ul><ul><ul><li>Ph ase III: Keyword dialogue </li></ul></ul><ul><ul><li>Ph ase IV: CCC/Branches </li></ul></ul><ul><ul><li>( Ph ase V: Automatic chat) </li></ul></ul><ul><ul><li>( Ph ase VI: Voice self service) And : </li></ul></ul><ul><ul><li>Real FAQ’s on category pages </li></ul></ul><ul><ul><li>English version </li></ul></ul><ul><ul><li>Tridion/Q-go connect or </li></ul></ul>
  18. 18. <ul><ul><li>Redesign ABNAMRO.NL </li></ul></ul><ul><ul><li>Q-go Implementation at ABNAMRO.NL </li></ul></ul><ul><ul><li>Next steps </li></ul></ul><ul><ul><li>October 23: First day results </li></ul></ul><ul><ul><li>Some interaction… </li></ul></ul>Agenda
  19. 19. October 23: A lot of questions <ul><li>In 24 hours Q-go on ABN AMRO generated 24.650 questions </li></ul><ul><li>41 peaks of more than 50 question per minute… </li></ul>
  20. 20. Top 10 populair questions
  21. 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. 22. 800x600…
  23. 23. vs. 1024x768….
  24. 24. Click true rate (after 1 day) <ul><li>54% </li></ul>
  25. 25. Conclusion <ul><li>Power to the customer … </li></ul><ul><li>… what else is new? </li></ul><ul><li>Q-go helps to listen and respond to customers in a better way than we used to. </li></ul>
  26. 26. <ul><ul><li>Redesign ABNAMRO.NL </li></ul></ul><ul><ul><li>Q-go Implementation at ABNAMRO.NL </li></ul></ul><ul><ul><li>Next steps </li></ul></ul><ul><ul><li>October 23: First day results </li></ul></ul><ul><ul><li>Some interaction… </li></ul></ul>Agenda
  27. 27. Cap on, C ap off <ul><ul><li>Cap o n... </li></ul></ul><ul><ul><li>C ap off … </li></ul></ul>
  28. 28. Q: Wh ich is the best bank in the Benelux? <ul><ul><li>Cap on = </li></ul></ul><ul><ul><li>Cap off = </li></ul></ul>
  29. 29. Q: How many ATM’s? <ul><ul><li>Cap on = more than 1.500 </li></ul></ul><ul><ul><li>Cap off = less than 1.500 </li></ul></ul>
  30. 30. A: 1600 ATM
  31. 31. Q: Which site inspired Q-go in 1999? <ul><ul><li>Cap on = Yahoo </li></ul></ul><ul><ul><li>Cap off = Ask Jeeves </li></ul></ul>
  32. 32. A: Ask Jeeves (now ask.com)
  33. 33. Q: Who am I? <ul><ul><li>Cap on = Andruw Jones </li></ul></ul><ul><ul><li>Cap off = Chip Jones </li></ul></ul>
  34. 34. A: Andruw Jones
  35. 35. Q: Which club does Ajax play next Sunday? <ul><ul><li>Cap on = PSV Eindhoven </li></ul></ul><ul><ul><li>Cap off = Feyenoord Rotterdam </li></ul></ul>
  36. 36. A: Feyenoord
  37. 37. Q: How many bank shops in The Netherlands ? <ul><ul><li>Cap on = less than 551 </li></ul></ul><ul><ul><li>Cap off = more than 551 </li></ul></ul>
  38. 38. A: 561 Bank shop s
  39. 39. Q: Can you search the Q-go website with Q-go? <ul><ul><li>Cap on = yes </li></ul></ul><ul><ul><li>Cap off = no </li></ul></ul>
  40. 40. A: I couldn’t find it…
  41. 41. Q: How many NL Internet banking contracts?
  42. 42. A: More than 3 million! <ul><li>3.001.453 </li></ul>
  43. 43. <ul><li>Questions? </li></ul>The end… Thoughts? Ideas?

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