下载PDF
Text > 实例探究 > Bank of American Fork delivers high customer service standards with LiveChat
Text Logo

Bank of American Fork delivers high customer service standards with LiveChat

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
适用功能
  • 商业运营
  • 销售与市场营销
服务
  • 软件设计与工程服务
挑战
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.
关于客户
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.
解决方案
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.
运营影响
  • 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.

相关案例.

联系我们

欢迎与我们交流!

* Required
* Required
* Required
* Invalid email address
提交此表单,即表示您同意 IoT ONE 可以与您联系并分享洞察和营销信息。
不,谢谢,我不想收到来自 IoT ONE 的任何营销电子邮件。
提交

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