Case Study: Joyo Bank triples FAQ site visits and enhances customer experience with Oracle Service Cloud

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

Joyo Bank, a regional Japanese bank serving retail and corporate customers through 178 branches, needed to rebuild its customer support FAQ site to handle rising online banking demand and a wide range of customer demographics. The bank wanted easier self-service access to answers—covering topics like home loans and branch hours—plus faster content updates for seasonal campaigns and emergencies, without relying on hard-coded changes or HTML skills.

Using Oracle Service Cloud (implemented with partner Toyo Business Engineering), Joyo Bank rebuilt its FAQ site in two months, enabling automatic identification and addition of common questions, dynamic updates, mobile access, and a keyword-search dictionary to translate financial jargon. The result: FAQ content grew from about 100 to 700+ items, site visits tripled year-over-year, search hit rates and top-query relevance improved, and customers found answers more quickly without calling support.

Joyo Bank

Tomohide Ichikawa

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