LivePerson Case Studies Bankwest: Providing High-Quality Customer Support with Messaging

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	Bankwest: Providing High-Quality Customer Support with Messaging LivePerson

Bankwest: Providing High-Quality Customer Support with Messaging

LivePerson

Technology Category	Application Infrastructure & Middleware - API Integration & Management
Applicable Industries	Finance & Insurance
Services	Software Design & Engineering Services
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. Read More
About 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. Read More
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. Read More Log in to view content
Contents

Technology Category

Application Infrastructure & Middleware - API Integration & Management

Applicable Industries

Finance & Insurance

Services

Software Design & Engineering Services

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.

About 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.

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.

Impact #1	Messaging has made a big difference with the agents themselves and the team morale in general.
Impact #2	They’ve seen a large interest in joining the messaging team.
Impact #3	Reduced agent attrition compared to voice agents.

Impact #1

Messaging has made a big difference with the agents themselves and the team morale in general.

Impact #2

They’ve seen a large interest in joining the messaging team.

Impact #3

Reduced agent attrition compared to voice agents.

Benefit #1	20%+ of Customer Care Interactions are on Messaging
Benefit #2	8% improvement in CSAT compared to chat, peaking at 93%
Benefit #3	Concurrency increase from 3 chats up to 10 messages

Benefit #1

20%+ of Customer Care Interactions are on Messaging

Benefit #2

8% improvement in CSAT compared to chat, peaking at 93%

Benefit #3

Concurrency increase from 3 chats up to 10 messages

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Overview

Bankwest: Providing High-Quality Customer Support with Messaging

Operational Impact

Quantitative Benefit