Bankwest: Providing High-Quality Customer Support with Messaging
公司规模
Large Corporate
国家
- Australia
产品
- LivePerson
技术栈
- Web chat
- Mobile chat
- In-app Messaging
- Web Messaging
实施规模
- Enterprise-wide Deployment
影响指标
- Customer Satisfaction
- Productivity Improvements
技术
- 应用基础设施与中间件 - API 集成与管理
适用行业
- 金融与保险
服务
- 软件设计与工程服务
关于客户
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.
挑战
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.
解决方案
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.
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