Secure messages

 Secure messaging is a service designed to meet customer needs when they have questions about tasks or need more information about products or services. This feature allows customers to send messages directly to the company.  The user journey is straightforward and has proven to be quite successful, with approximately 75% of customers successfully sending their messages. 

A customer service agent typically takes around five working days to respond to customer inquiries, although response times can vary depending on the complexity of the issue or the volume of messages received.  It has been observed that delays in responses often lead customers to call customer service. Each time a customer calls to inquire about the status of their sent messages, it can result in financial losses for the company due to the cost associated with each call. 

Additionally, if customers cannot find the relevant help on the website, they are more likely to reach out to customer service via phone. 

It is essential to address these issues to maintain customer satisfaction and reduce costs.