People's United Bank, a financial institution founded in 1842, has seen a significant downturn in foot traffic to its 402 branches as a result of the coronavirus pandemic and changes in consumer behavior. Customers have increasingly looked to conduct transactions online, which ultimately has led to a flood of customer support calls. In just three months from May to August 2020, the bank's inbound call volume increased by 161%.
"One lesson learned coming out of the peak pandemic — where there was a lot of pressure put on our call centers — was how essential it is to have an intuitive, informative web experience," James Roy, Head of Digital for People's United Bank, says. "We saw a lot of inbound inquiries from people who needed immediate answers. We had to ask ourselves: 'How do we rapidly enhance our user journeys to provide enjoyable and effective customer service at scale?'"