Reimagining shareholder experiences to deliver enhanced service and value

At Computershare, our commitment to innovation is about reimagining the experience for you and your shareholders. Using insights gained from talking to our clients, interviewing their shareholders, and studying how users access and interact with our digital platforms, call centres and other services, we continue to invest in technology and enhance our solutions. Our goal is to meet and exceed expectations about how you and your shareholders engage with our company. 

Here are examples of how we are using innovation to deliver enhanced service and value.

High-touch shareholder services

The ways shareholders interact with their holdings have evolved, and many are now more digitally adept. Investors want access to their portfolios when they want, wherever they are, whether that be on their laptop, tablet or mobile device. And yes, there are those who still want to pick up the phone and speak with a person. 

Computershare uses a ‘dual track’ strategy to continually improve experiences by leveraging deep insights and data to inform the technological innovations that reshape shareholder journeys as well as support agents as they interact with clients.

We are continuing to provide shareholders with a choice of channels, like web and mobile, to meet their preferences and provide a modern experience. This also gives issuer clients more options for engaging with your shareholders.

For shareholders who choose a more ‘traditional’ approach, we are modernizing our call centres, using advanced technology to innovate and improve the experience for those callers who require extra care. 

• Skill-based call routing – We are constantly refining our process of using skill-based call routing to connect callers with specialized service agents based on their specific needs and to help ensure high-quality service and first-call resolution.
• Natural language processing – AI and natural language processing, incorporated in our call centre solution, can interpret what a caller is asking, even if they are not quite sure what they need. When this “intention” is combined with skill-based call routing, it can further enhance the user experience, matching callers with the right service agent to resolve their issue.
• Agent desktop enhancements – While AI is being used on the caller’s side, it is also being employed on the agent’s side. Using keywords and phrases, it delivers the information that is most relevant to servicing the inquiry to the agent’s desktop, saving them time in searching for it and enabling them to handle the issue more quickly.
• Coming soon! Call back options – This feature eliminates the time spent on hold by maintaining a shareholder’s place in the queue and will be followed by options to select a call back time.