Case Study: National Australia Bank achieves 3x support efficiency and serves 10,000+ customers digitally with Khoros

How Google’s Business Messages helped NAB serve more customers digitally

National Australia Bank (NAB), one of Australia’s largest financial institutions, faced a surge in customer calls during the first COVID-19 lockdowns and needed a faster digital channel for simple queries. NAB partnered with Khoros to onboard Google’s Business Messages through Khoros Care, giving customers who find NAB on Google a convenient messaging option instead of calling.

Khoros managed the technical implementation and integrated Business Messages into NAB’s existing governance and 24/7 support workflows, with a staged six-week rollout. The channel handled more than 10,000 conversations in the first months, resolved 80% of queries in‑channel, drove a roughly 3× efficiency gain versus traditional phone support, and reduced click-to-call volume—showing Khoros’s ability to rapidly scale NAB’s digital engagement.

National Australia Bank

Reveka Katakis

Head of Digital Engagement & Social