Case Study: RBS Group achieves 24/7 digital banking support, 85%+ satisfaction and 23% chat conversion with LivePerson

RBS Group - Customer Case Study

The Royal Bank of Scotland (RBS) partnered with LivePerson to meet a changing customer expectation: banking that’s available 24/7, on any device, and across channels. As customers moved away from branch visits, RBS needed a real-time, digital way to support, educate and authenticate customers—so they committed to always-on web chat and integrated digital services.

LivePerson built a full-service, cross-device chat channel that lets customers connect with agents in real time (including via Twitter invites) and even authenticate without phone calls. The program drove strong outcomes: digital-channel satisfaction above 85%, live-chat conversion over 23%, and an NPS above 45 for real-time solutions, helping RBS stay ahead in digital engagement.

RBS Group

Sarah Evans

Head of Webchat & Social Media