In today’s internet-driven world, consumers expect 24/7 access to information. Mortgage customers are no exception. In order to remain competitive and improve customer satisfaction, loan servicers must be ready to meet this demand.
LSAMS users now have this ability through a Customer Service Portal. With this portal, customers simply enter the site through a secure logon/password to access information on each account held with your company. Designed with the look and feel of your other online/offline communications tools, the portal site gives your customers everything they need to manage their accounts:
Access to loan information
|| Ability to perform transactions: for example, make a payment, or request a payoff statement
|| A place to send messages from the site directly to customer service
The portal collects and displays updates directly from the LSAMS application and can be hosted by your ISP of choice.
Increase customer satisfaction and reduce your costs
The Customer Service Portal is flexible enough to accommodate your business needs—whether your focus is customer retention, cost containment, revenue growth, higher agency ratings, better communication or all of the above. By giving customers easy access to existing loan information at the click of a mouse, you can greatly increase customer satisfaction and reduce your cost to service loans.
The benefits are many:
Improve customer satisfaction. Give customers rapid access to the information they need to accelerate service and boost loyalty. Free up customer service reps to take calls on urgent matters that require personal interaction, so that when a customer does need to talk to someone within your company, they can get through faster.
With the portal site, you are connecting customers inquiries directly back into your LSAMS system, providing an opportunity to target your cross-sell opportunities in a one-on-one manner. Since the portal site also allows for 24/7 access, customers have the opportunity to pay bills in a timely manner without the lag time of paying through the
Lower operating costs:
The portal helps to cut down customer wait time and the costs associated with handling the administrative tasks of loan management such as staffing expense, facilities costs and excessive customer use of toll-free numbers.