Case Study: Joyo Bank triples FAQ site visits with Oracle Service Cloud

Joyo Bank Triples Frequently-Asked-Questions Site Visits, and Enhances Customer Experience with Cloud Solution

Joyo Bank, Japan’s fifth largest regional bank, wanted to rebuild its customer support website to meet growing demand for online retail banking services and help customers quickly find answers to common questions. It also needed a way to keep FAQ content current for seasonal information, branch hours, and emergency updates while serving customers across different devices. Joyo Bank chose Oracle Service Cloud.

Using Oracle Service Cloud, Joyo Bank rebuilt its legacy FAQ site in two months and expanded FAQ content by 7x, from approximately 100 to over 700 items. FAQ site visits tripled over the previous year, search hit rates improved through the use of a keyword-search dictionary, and customers gained easier access to relevant information, including on smartphones and tablets.

Joyo Bank

Masaki Maruoka

Senior Manager, Direct Banking Center Planning Group, Sales Promotion Division