Let your customers use BankID for identification and signature in phone calls. This provides safety for your business as well as for your customers.
Know who you are talking to.
Handle more cases over the phone.
Improve customer experience and increase customer satisfaction.
With BankID in phone calls, you can reduce call time by allowing the customer to identify themselves before the call begins. Additionally, the customer can also provide a digital signature using BankID during the call, enabling you to assist them throughout processes such as contract renewals, updating contact information, or addressing invoice inquiries. BankID in phone calls allows you to handle more cases efficiently while delivering first-class customer service.
Customer service representatives have a significant responsibility for handling customers' personal data. Therefore, it is crucial that they can ensure they are speaking with the correct person. With BankID in telephony, your employees can feel secure because the person they are speaking with has already identified themselves with BankID.
With BankID in phone calls, you can handle more customer cases over the phone, including those of a sensitive nature. By increasing the customer's sense of security, you not only create a better customer experience but also enhance customer satisfaction.
- With BankID in phone calls, we can focus on the customer instead of spending time on various control questions to try to ensure that we talk to the right person. This allows us to be more efficient in our work and give customers a better experience, says Isabelle Hooshidar, Customer Service Manager at GodEl.
In the implementation of BankID, you need to specify in the call if you are calling your customer or the customer is calling your company. But otherwise, it works in the same way.
You or your customer enter the customer's personal identification number and initiate an identification.
Your customer receives a security question in the app about who called.
Your customer identifies themselves in the BankID app and can verify that they are identifying themselves to the correct company.
You receive confirmation when the customer has identified themselves and can continue with the case.
If you want to initiate a digital signature, you can do so during the call in the same way. You enter the person's personal identification number and ask them to sign in their BankID app. Once they have signed, you receive confirmation that the signature is completed. A digital signature is as valid as a physical one.
It can be a good idea to use descriptive text to increase clarity for the customer. You can, for example, enter the name and title of the employee handling the call. If the company initiates the call, information about which number the call is coming from can contribute to meking the customer feel safer.
Example
My intent: Identify myself in a call with "Company" .
Employee: "Name", "Title"
Calling number: "Number".
Read more about descriptive texts
BankID agreements are signed via one of the banks that sell BankID or via an integrator. This means that the pricing may vary. Talk to your contracting party to find out what applies to your company.
If you already have an agreement about BankID you can start use it in phone calls too. Start by talking to the party you have your agreement with to understand how it will affect your costs.
You use specific technical calls for the phone functionality, se instructions in our technical guide:
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