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Customer Support
Choose from a variety of support products to supplement your support staff and/or outsource your support services to Digital Insight through our Branch Services and Tier 1 Support.
Customer Support Products
Now you can offer the best service and support possible, 24 hours a day, 7 days a week with the combination of Secure Support, Secure Chat, FAQ KnowledgeBase and Co-Browse Support.
Secure Support: End users use Secure Support to create, send and receive queries and answers via email from within Internet Banking.
Secure Chat: End users use Secure Chat for real-time, online chat from within Internet Banking.
Co-Browse Support: Tech support agents troubleshoot by sharing a browser session with end users, gaining in-tandem access to what the end user sees.
FAQ KnowledgeBase: Developed for your support staff, FAQ KnowledgeBase provides pre-scripted answers to frequently asked questions.
What It Does For You:
- Guarantee consistency: queries are funneled through the same service agent
- Facilitate consumer control with archived email history
- Lower call volume in your support center and corresponding expenses
- Track success rates: FAQ KnowledgeBase documents success, relevancy and failure of responses
- Bolster security with robust encryption throughout Secure Support, Secure Chat and Co-Browse Support.
What It Does For Your End Users:
- Retrieve answers immediately, meeting their on demand needs
- Choose the interaction that works for them - email, chat or shared browser support
- Get highest levels of both consistency and service levels
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Case Studies…
More InformationCustomer Support Services
Digital Insight has two levels of outsourced customer service support. Tier 1 Support and Branch Services. Discover the differences and choose what works best for your needs.
Branch Services
An outsourced branch service support center, Branch Services answers questions, assists with account-related transactions, and cross-sells your products and services with unprecedented ease. Coverage is available up to 24 hours a day, 365 days a year.
What It Does For You:
- Helps you cross-sell and up-sell your products and services with ease
- Reduce infrastructure costs by outsourcing, including training cost
- Track performance with automated call center reporting
- Customize your requirements after an in-depth analysis of your service needs.
What It Does For Your End Users:
- Offers convenient, free support on the most common inquiries: stop payment, balance inquiries, loan information, lost/stolen cards and branch information
- Meets needs immediately with real-time changes to accounts
- Provides industry-leading voice and technology integration
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Tier 1 Support
An outsourced customer service call center for Internet Banking and Bill Payment queries, Tier 1 Support can provide coverage up to 24 hours a day, 365 days a year.
What It Does For You:
- Reduces infrastructure costs by outsourcing, including training costs
- Tracks performance with automated call center reporting
What It Does For Your End Users:
- Offers convenient, free support
- Assists them with banking inquiries like navigation, password re-set, Bill Bay registration and more
- Provides industry-leading voice and technology integration