Bankwest: Providing High-Quality Customer Support with Messaging
Customer Company Size
Large Corporate
Country
- Australia
Product
- LivePerson
Tech Stack
- Web chat
- Mobile chat
- In-app Messaging
- Web Messaging
Implementation Scale
- Enterprise-wide Deployment
Impact Metrics
- Customer Satisfaction
- Productivity Improvements
Technology Category
- Application Infrastructure & Middleware - API Integration & Management
Applicable Industries
- Finance & Insurance
Services
- Software Design & Engineering Services
About The Customer
Bankwest is a subsidiary of the Commonwealth Bank of Australia, a bank established in 1895. It is leading the way in digitally transforming their customer experience and their contact centre. They have been a client of LivePerson for over 6 years and are constantly adapting and driving adoption through web chat, mobile chat, and now In-app and Web Messaging. With a clear digitally focused strategy, having Messaging and Conversational design both playing important roles within that space, Bankwest puts the customer first and strives to offer a world-class experience.
The Challenge
Bankwest, a subsidiary of the Commonwealth Bank of Australia, is a bank established in 1895. It is leading the way in digitally transforming their customer experience and their contact centre. They have been a client of LivePerson for over 6 years and are constantly adapting and driving adoption through web chat, mobile chat, and now In-app and Web Messaging. With a clear digitally focused strategy, having Messaging and Conversational design both playing important roles within that space, Bankwest puts the customer first and strives to offer a world-class experience. They saw the market evolving, their customer’s preferences changing, and strived to lead in the contact centre space. They rolled out In-app Messaging across iOS and Android, then replaced their web chat offering with authenticated asynchronous Web Messaging.
The Solution
Bankwest rolled out In-app Messaging across iOS and Android, then replaced their web chat offering with authenticated asynchronous Web Messaging. Now the conversations started on the website can be continued through the app and vice versa in a secure environment. The implementation has been very well received and feedback has been extremely positive. With their contact centre being staffed 24/7, it’s been especially handy for customers travelling internationally where time zones, hold times and expensive roaming calls used to make customer service a challenge. A key focus is to not deflect customers, Bankwest sees the value in letting their customers reach them whenever they want and via a channel that’s similar to how they communicate with their friends and family.
Operational Impact
Quantitative Benefit
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