Initial situation

BEKB has set itself the goal of not only satisfying its customers, but also delighting them as part of its Strategy 2025. In order to continuously perfect their customer interaction for this purpose and to achieve their goals, BEKB thought about how they could map an up-to-date, representative picture of actual customer opinions.

Goal

A recommendation rate of 5% was set as the target. In addition, the following benefits were to be achieved:

❤️

Customer proximity

More daily customer feedback

📈

New customer

Generate personal recommendations

🥰

Enthusiasm

Improve customer satisfaction

Usage recommendation and feedback solution hypt

For about a year now, BEKB customers have been given a hypt QR code with a request for brief feedback after every consultation in a BEKB locations

After the scan with the smartphone, Beka, BEKB's friendly avatar, takes over. Beka asks customers for anonymous feedback in a short, playful and therefore very user-friendly chatbot conversation.

Happy customers are then directly motivated to send a personal recommendation to friends and relatives with just a few clicks via a template for messenger services such as WhatsApp & Co.

Dissatisfied customers (significantly less than 1% of feedback) are also given the opportunity to share their experiences by telling Beka about their negative experience and can be contacted by BEKB if they wish.

BEKB hypt Chatbot

Result

📷

4’000 QR-Code Scans

Since the launch of hypt, the QR code has been scanned over 4,000 times and qualitative feedback has been provided.

💌

19% Recommendation rate

This resulted in over 700 personal recommendations of BEKB, which corresponds to a recommendation rate of 19%.

💬

50% Feedback rate

During the same period, BEKB customers generated over 2,000 pieces of qualitative feedback in text form, achieving a feedback rate of over 50%.

All data relating to recommendations sent and customer feedback provided is presented anonymously in the hypt dashboard (the so-called "hyperspace") and has since enabled BEKB to evaluate the individual locations and regions on a daily basis and to derive potential for increasing customer enthusiasm from the insights gained.

The feedback also lands directly in the mailbox of the individual financial coaches, giving them the first opportunity for measurable reflection on their work with customers. By making direct contact after a negative customer experience, the majority of customers were subsequently satisfied or even delighted. The employees thus also receive numerous positive customer testimonials, which has a lasting motivating effect.

« hypt contributes significantly to the implementation of our vision "We inspire sustainably", provides us with valuable customer insights and numerous new customers every day - a real gamechanger. »
Marcel Oertle
Member of the Management & Head of Private Clients Department at Berner Kantonalbank AG
Marcel Oertle
« hypt has shown us that software integration is quick and easy, even for a larger company. This is thanks to the excellent support provided by the hypt team. An entirely convincing marketing innovation! »
Thomas Rittiner
Team Leader Business Unit Management Customer Interactions
Thomas Rittiner
« The feedback from hypt is an important part of our daily meetings and helps us to constantly improve the quality of our consultation. It's great to see how many digital word-of-mouth recommendations we have already received for our consultation. »
Christian Röthlisberger
Head of Sales Region Emmental
Christian Röthlisberger

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