Case Study: Extraco Banks achieves 30% annual live-chat growth, 20% call deflection and 90%+ customer satisfaction with LivePerson LiveEngage

Extraco Banks and Consulting Take SWARM Banking Digital

Extraco Banks, a Waco, Texas-based bank (and parent of Extraco Consulting) developed a customer-first SWARM Banking® model to “swarm” to customers in-branch and wanted to replicate that differentiated experience online. The challenge was to mirror the lobby experience across web and mobile while ensuring security, easy implementation, integration with its Jack Henry core platform, and effective staff training.

Extraco deployed LivePerson’s LiveEngage for proactive desktop and mobile chat, integrated with Jack Henry, and built a dedicated training and scorecard program. The result: live chat interactions have grown ~30% annually to more than 1,000+ monthly, about 20% of interactions handled via chat (with ~20% call deflection), 19% of chats from mobile, and customer satisfaction consistently above 90%.

Extraco Banks

Lindsay Green

Managing Director and SVP