Case Study: Bank Leumi boosts digital sales and cuts support calls with Glassbox

Bank Leumi - Customer Case Study

Bank Leumi was facing a significant challenge with a high volume of long calls to its contact center, as customers failed to complete a specific business transaction online. This was severely impacting key performance metrics like average handle time and first-time resolution rates. To understand why customers were switching from digital to voice channels, the bank turned to Glassbox's Digital Behavioural Analytics and Customer Support Optimisation solution.

By implementing Glassbox, the bank gained the ability to automatically record and replay every online customer journey to identify root causes of issues. This allowed them to fix 95% of non-reproducible errors. The results were substantial, including an 11% increase in digital sales conversions and a 70% reduction in average handle time for related support calls. Glassbox provided the insights needed to alleviate pressure on the contact center and proactively improve the digital customer experience.

Bank Leumi