Case Study: Bankwest achieves 93% CSAT in digital customer service with LivePerson Conversational Cloud

Bankwest drives CSAT to 93% with LivePerson

Bankwest, a 123-year-old Australian financial institution, sought to lead in world-class digital customer service by moving away from putting customers on hold. Their challenge was to find a new channel that was always-on and cross-platform to meet shifting customer expectations for easy, anytime communication. They partnered with vendor LivePerson to address this.

Using LivePerson's Conversational Cloud platform, Bankwest implemented authenticated Web Messaging and in-app messaging. This provided a secure environment for customers to start a conversation on one platform and continue it on another. The solution drove a more than 8% improvement in customer satisfaction, which peaked at 93%, and a 100% increase in agent concurrency. Today, nearly 20% of Bankwest's customer care interactions occur through messaging.

Bankwest