Case Study: Bank of American Fork achieves improved, multichannel customer service with LiveChat

Bank of American Fork delivers high customer service standards with LiveChat

Bank of American Fork, Utah’s largest community bank with more than 14,000 consumer and business customers, wanted to extend its “Big City Banking — Small Town Service” by offering a reliable, instant communication channel so clients could choose how to contact the bank and get faster answers while maintaining secure handling of personal information.

The bank implemented LiveChat with a five-agent team (quick 5-minute setup and an easy-to-use dashboard and mobile app), using chat primarily for product inquiries while requiring phone verification for sensitive data. The result: improved customer service, a cost-effective support channel that customers welcomed, and another open line of communication that fits the bank’s service promise.

Bank of American Fork

Joshua Everton

VP and eSolutions Manager