Case Study: Getnet boosts CSAT and digital support efficiency with LivePerson

Getnet boosts CSAT to over 85% in 20 days with LivePerson

Getnet, a global leader in payment solutions, faced the challenge of negative customer satisfaction (NPS) scores and an over-reliance on inefficient voice support channels. Their in-house technical bandwidth was also limited for a digital transformation. To address this, they partnered with vendor LivePerson and its Conversational Cloud platform to enhance their digital customer service, particularly on WhatsApp.

LivePerson implemented a multi-pronged solution including a WhatsApp virtual assistant, AI-powered intent recognition, and bot parking for efficiency. The results were significant: digital engagement grew to 74% of conversations, and customer satisfaction (CSAT) scores improved from 46% to over 85%. The migration to the LivePerson platform was completed in just 20 days.

Getnet