Case Study: Bankwest achieves 8% CSAT improvement and 20%+ messaging adoption with LivePerson

Bankwest drives world-class CSAT to 93% with in-app messaging

Bankwest, a subsidiary of the Commonwealth Bank of Australia, set out to modernize its contact centre and deliver high-quality, digitally focused customer support as customer preferences shifted away from voice. The bank needed a secure, cross‑platform way to offer 24/7 service that worked across web and mobile, helped international customers avoid costly calls and long hold times, and supported a more flexible, customer‑centric contact model.

Using LivePerson, Bankwest rolled out in‑app messaging (iOS/Android) and authenticated asynchronous web messaging so conversations can continue across channels, with IVR driving users to messaging. The program now handles 20%+ of Customer Care interactions, lifted CSAT by 8% vs. traditional chat (peaking at 93%), increased agent concurrency from 3 to 10, reduced attrition and absences, enabled remote work, and received positive media and customer feedback.

Bankwest

Louise Tovey

General Manager