Download PDF
Text > Case Studies > Bank of American Fork delivers high customer service standards with LiveChat
Text Logo

Bank of American Fork delivers high customer service standards with LiveChat

Technology Category
  • Application Infrastructure & Middleware - API Integration & Management
Applicable Industries
  • Finance & Insurance
Applicable Functions
  • Business Operation
  • Sales & Marketing
Services
  • Software Design & Engineering Services
The Challenge
Bank of American Fork, a community bank in Utah, was looking for ways to improve its customer service. The bank wanted to provide an additional communication channel for its customers, allowing them to choose how they want to contact the bank. The bank prides itself on offering 'Big City Banking – Small Town Service' to all of its customers, meaning that all of the technology, products, and services found at a 'big' bank are available, while all the exceptional customer service and friendliness you’d find in a small town are also present. The bank noticed a growing trend in modern customer service where potential customers expect to receive instant answers.
About The Customer
Bank of American Fork is the largest community bank in Utah. It has over 14,000 customers, both consumer and business, who use its services daily. The bank prides itself on offering 'Big City Banking – Small Town Service' to all of its customers. This means that all of the technology, products, and services found at a 'big' bank are available, while all the exceptional customer service and friendliness you’d find in a small town are also present. The bank was founded in 1913 and has a long history of good customer service. Living up to its motto, the bank has managed to gain over 14 thousand business and consumer clients.
The Solution
To meet the growing expectations of its customers for instant answers, Bank of American Fork introduced LiveChat as an additional communication channel. Five support agents handle chats on the bank's website, answering various inquiries from clients. Most chats are about the products offered by the bank. Due to the secure nature of banking, any chat regarding personal information has to be verified by the customer calling into customer service. The bank found both the system and the management dashboard of LiveChat very easy to use. Even though they don’t use the mobile app often, the bank was impressed with how easy it was to use when they did.
Operational Impact
  • The implementation of LiveChat improved the bank's customer service.
  • The bank was able to provide an additional communication channel for its customers.
  • The bank was able to meet the growing expectations of its customers for instant answers.

Related Case Studies.

Contact us

Let's talk!

* Required
* Required
* Required
* Invalid email address
By submitting this form, you agree that IoT ONE may contact you with insights and marketing messaging.
No thanks, I don't want to receive any marketing emails from IoT ONE.
Submit

Thank you for your message!
We will contact you soon.