Zoom Video Conferencing Improves Ally Customer Service
Ally Customer Service is a leading financial services provider offering online banking, home loans, credit cards, and investment products. Ally is headquartered in Detroit, Michigan and was founded as a bank division of GMAC (General Motors Acceptance Corp.) in 2009. It was one of the first online banks to provide an integrated suite of products and services. Its customers include individuals, business owners, and car dealers.
Ally Financial is committed to making banking smarter and simpler for its customers. To this end, it has developed innovative banking and lending solutions over the past century, starting out as an auto financier and later expanding to offer a full range of services. As Ally continues to evolve, it knew it would have to deliver an elevated experience for its customers in order to meet rising expectations.
To do this, it needed to modernize its back-office processes. That’s why it opted for Zoom, a video-conferencing solution that allows Ally employees to collaborate more easily and efficiently across departments. The result was improved productivity and the ability to provide more consistent and effective customer service.
In addition to providing the tools to help Ally automate processes, Zoom also enables employees to more closely listen and engage with their customers. For example, Ally used video to conduct a series of focus groups with its credit card customers in 2021. The focus groups were designed to learn more about the customers’ needs and wants, and to identify opportunities to improve the customer experience.
Earlier this year, Ally also took the unusual step of eliminating its overdraft fees. This move challenged the banking industry’s status quo and further differentiated Ally along the experience axis. It was reminiscent of T-Mobile’s Un-Carrier strategy, which rejected common annoyances like inflexible two-year contracts and exorbitant data overage charges.
Another way Ally is improving its customer experience is by streamlining its cross-selling practices. For example, in 2022 it started using a single customer identity database to collect and consolidate data from its different business lines. This has allowed the company to better understand its customers and make personalized recommendations for them.
In its commitment to prioritizing the customer’s interests, Ally is also promoting a culture of employee advocacy. It is encouraging all of its employees to participate in volunteer events and has forged partnerships with professional sports teams in Charlotte and Detroit. The company also supports community programs that promote financial literacy and workforce development.
As a consumer-driven company, Ally is embracing the latest technology to help customers get their questions answered faster and more effectively. Its website is easy to navigate and offers a comprehensive FAQ page that covers all of the most common topics. In addition, it provides a variety of options for contacting a representative, including phone, email, live chat, and Twitter. The site also features a search function to find answers to frequently asked questions. Additionally, Ally has a mobile app that allows users to deposit checks and access their accounts from any location.Ally Customer Service
