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 centers 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 centers, 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 center 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.
  • 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.
Marco Morsella

Marco Morsella
Head of Product, Issuer Services

LinkedIn
Jason Stout

Jason Stout
Global Head of Customer Operations

LinkedIn
 

Digital transfers

Computershare was the first transfer agent to offer online transfers. This solution has been updated with new, more secure and advanced onboarding technology for rapid digital identity verification. It also removed the need for a manual, paper-based application process, and provides an alternative to a Medallion Signature Guarantee for select transfers. We will continue to expand the eligibility of account and transfer types that can use our digital transfer option.

The solution walks shareholders through the complex stock transfer process with simple to follow, plain language prompts to ensure transfer instructions are clear and complete.

Investor Center mobile app

Computershare has launched the enhanced Investor Center™ mobile app. This app features secure authentication and intuitive interfaces, allowing shareholders to easily manage their investments. Shareholders have greater convenience, choice, support and ease of access across multiple channels.

  • Newly redesigned dashboard – Includes recent activity and a new portfolio overview, in addition to the existing actions and document access. Market price data is now available for each holding in the portfolio and zero-balance accounts have been removed from the portfolio overview.
  • Intelligent quick links – Provide faster access to the information shareholders use most, through an intuitive, modern experience.
  • Customizable portfolio view – Users can personalize their portfolio holdings to display as either a bar chart or donut chart to suit their viewing preference.
  • Access tax statements – Shareholders can view, download and share their tax statements, right from the app.

Investor Center web enhancements

To ensure shareholders have a consistent experience whether on the Investor Center™ platform or the mobile app, we have updated our web platform so users can move seamlessly between these channels. But more than updating the look of the portal when users access it from their laptop, we also listened to what shareholders wanted most. 

For new shareholders, there is a digital identity validation to help them gain instant access, with multi-factor authentication for added security. 

When users log in, they will see the four most used links in the platform, front and center. They will have faster access to key features – review recent documents, check their holdings, make a transfer, update their profile or get help when needed.

These are just a few of the ways we are reimagining experiences for you and your shareholders. We will continue to inform you as new innovations become available over the coming weeks and months.

To learn more about any of these updates, please contact your Relationship Manager.

Investor Center is a trademark of Computershare.

 

Computershare is not providing, and does not intend to provide, any legal, tax or investment advice.