About KIS Vietnam Securities Corporation

KIS Vietnam Securities Corporation (KIS) specializes in providing financial investment solutions. Currently, KIS Vietnam ranks in the top 9 for brokerage market share on the Ho Chi Minh Stock Exchange (Q1.2023) and the top 8 in market capital size. The company is also a leader in new financial products, being the first and most active issuer of covered warrants, holding the top market share in trading volume, and achieving the top market share in ETF trading, accounting for 40% of the total ETF trading value across the market. 

With the motto of putting customer benefits first, KIS Vietnam continually develops innovative and efficient financial solutions, coupled with professional customer service based on the latest technology platforms to deliver increasing value to investors every day.

To achieve this mission, KIS Vietnam’s leadership believes in enhancing digital transformation, and inefficient traditional methods need to be replaced, including the customer service call center system.

After consulting various call center solution providers and considering their technical capabilities and deployment costs, KIS chose StringeeX Contact Center - an intelligent omnichannel customer service solution. Not only does it meet the basic call handling needs of a call center, but StringeeX also has intelligent features that support effective management of the customer service department’s operations.

To better understand KIS's digital transformation approach and the positive results achieved after implementing the StringeeX solution, Stringee had a brief conversation with a company representative. We hope this useful information helps you understand the benefits of call center software and find solutions for similar issues your business might be facing.

Previously, KIS’s customer service department used desk phones to receive calls from customers. This method had many drawbacks that affected customer service efficiency and made organizing and managing staff difficult.

Specifically, the limitations included the basic functionality of only making and receiving calls and connecting only one call at a time.

Secondly, managers lacked tools to monitor the call center’s performance at any given time and found it challenging to control the conversations between staff and customers.

Thirdly, it reduces employee productivity. Staff had to spend time looking up customer information because desk phones did not have data storage features after each call, requiring manual note-taking and dispersing resources across separate communication channels.

Currently, call handling needs have become very basic. Businesses in the digital transformation era require a more modern and multi-functional call center to meet various needs on a unified management system.

When deciding to change the system, KIS was seeking an omnichannel customer service call center software solution as it addressed all the issues the old method faced.

Let’s see the changes in the customer service department since using the StringeeX Contact Center solution.

Quickly Receiving and Handling Customer Issues

KIS is now deploying customer service activities on multiple platforms. StringeeX has integrated these communication channels into a single software. This significantly improves customer support time for both parties.

Additionally, the software provides automatic call distribution features, allowing customers to connect with the right consultant quickly, ensuring issues are resolved as soon as possible. 

Centralized Data Management Across Platforms

StringeeX provides a centralized customer data storage location for management instead of storing customer information in different places by various employees. Whether customers call the hotline, chat on the website, or send emails, the system records these interactions as tickets, including conversation recordings if available, for easy management.

Increased Employee Productivity

Since using StringeeX, KIS representatives shared that call center employee productivity has significantly increased. Instead of opening multiple tabs to support customers on different channels, KIS staff use a single software interface to interact with customers from multiple channels.

The software also identifies returning customers, automatically displaying tickets and information related to the caller, allowing consultants to quickly grasp the information needed to support customers.

Easily Manage Customer Service Department Performance

With features like statistics, monitoring, and reporting, KIS’s management team can grasp the call center's operational status and each employee's working status in realtime.

Automatically extracted reports at different times help managers save time while having accurate information to plan training and direct the department’s development activities.

Cost Savings for the Business

Thanks to the cloud-based platform, StringeeX allows employees to work anytime, anywhere, ensuring the best customer service system. KIS representatives shared that they were very impressed with this solution because it is easy to use, does not require an IT team, and is easily scalable as needed. This saves the company a lot of system operating costs.

Conclusion

With StringeeX’s support, KIS Vietnam Securities Corporation has successfully digitized its customer service process.

Shortly, Stringee will continue to develop and introduce the latest technology solutions in communication platforms to enhance the digital transformation process for Vietnamese businesses.