Case Study: buddybank delivers 24/7 conversational banking with LivePerson

buddybank achieves 95% CSAT with LivePerson

buddybank, a subsidiary of UniCredit, launched with the goal of becoming the world's first fully conversational bank. Its challenge was to create a unique and personal banking experience that relied entirely on digital conversations rather than traditional phone support or FAQs, aiming to be a trusted partner for its customers. To achieve this, buddybank partnered with vendor LivePerson to implement its in-app messaging and later Apple Business Chat (now Apple Messages for Business).

Using the LivePerson platform, buddybank provided a secure, 24/7 concierge service that handles all customer requests directly within a conversation. This solution created a unique connection with customers and elevated the relationship to a trusted partnership. The results were extraordinary, including a 95% customer satisfaction score (CSAT), an average wait time of just 30 seconds for a first response, and the acquisition of new customers, with 76% of them being new to UniCredit.

buddybank