Success
🤝🏼 Achieved 98.4% first contact resolution rate
↘️ Average conversation handle time down 18% this year vs. last
Company Profile
Customer Since: 2020
Favorite Features: Kustomer Chat, Omnichannel Support
The Challenge
Beeline is a digital mortgage lender whose goal is to streamline the mortgage application process. Part of this involves giving customers more agency throughout the lending process, which means meeting them where they are. Beeline wanted to create an exceptional customer service experience that was scalable for their business and offered customers a personalized journey, all while satisfying their security requirements as a financial services company.
The Results
- Deep insights into KPIs and SLAs
- A richer customer experience
“Using Kustomer gives us high touch at scale. It allows us to strike the right balance between technology and people to create a mortgage experience unlike any other.”
Jay Stockwell, Co-founder and CMO, Beeline
The Story
Buying a home is often the biggest purchase of someone’s life. Beeline wants to be more than a mortgage lender. They strive to remove the difficult and annoying parts of getting a mortgage, and that requires a personal touch and one-on-one service—even as they grow.
Co-founder and CMO of Beeline Jay Stockwell’s initial objective was to figure out how to create an exceptional customer service experience for everyone. His priority was to give customers the freedom to apply for a mortgage from the comfort of their home or while sitting on the bus. Ideally, the team at Beeline would have end-to-end visibility into the mortgage approval journey to help customers at any point along the way. Kustomer offered a way for Beeline to meet these goals through a CRM that delivered a unified, cross-channel customer experience.
Customers often reached out to Beeline through various channels, and before Kustomer, Beeline’s loan guides (the company’s equivalent of loan officers) had to piece together a customer’s history using various platforms. Kustomer presented every customer communication across every channel in one place. That made it easier for loan guides to track a customer’s journey as they progressed through the loan approval process, and the team could adjust their responses accordingly.
“Kustomer has given Beeline a centralized hub where we can author workflows and analyze data about customer interactions and behaviors,” said Stockwell. “Kustomer’s rich analytics and single-pane-of-glass interface provide deep insights into KPIs and SLAs.”
Beeline also encountered many would-be customers who abandoned the initial mortgage application. Kustomer helped them create a customized journey for every applicant by tracking the stages and statuses of their experience. This tracking feature gave the team visibility into why someone abandoned their loan application, and Kustomer automatically generated a message related to that journey, guiding them toward application completion. From there, once completed, Kustomer automatically facilitated a seamless and transparent transition to a Beeline loan guide. “Every customer gets a callback because our team can see all the information available,” said Stockwell. “Nobody falls between the cracks.”
Kustomer also integrated with the financial services platforms in Beeline’s tech stack. Seamless notification syncing offered customers and team members peace of mind. Everyone received everything they needed more securely than via email, and ultimately, reached the goal of getting a mortgage smoother than ever before.
What’s Next
One of the most exciting Kustomer features for Beeline is Kustomer Chat, which is smart enough to recognize existing customers and customize their experience by referencing their loan guide. With the combination of human support and AI chatbots, Beeline can offer assistance and an engaging customer experience around the clock. They’ve also brought social media into their fully-integrated approach due to the Facebook integration. “Using Kustomer gives us high touch at scale,” said Stockwell. “It allows us to strike the right balance between technology and people to create a mortgage experience unlike any other.”