Case Study: Scotiabank improves real-time kiosk support with REVE Chat

Scotiabank boosts kiosk support with REVE Chat and lifts CSAT 40%

Scotiabank in Colombia faced challenges with customer confusion and longer service times at their self-service banking kiosks, which increased pressure on in-branch staff. To provide instant assistance, they partnered with REVE Chat to implement a real-time remote support solution.

REVE Chat deployed an integrated system featuring live chat, video and audio calls, and co-browsing directly into the kiosks. This allowed agents to guide customers step-by-step, resolving issues faster. The solution led to a 40% increase in customer satisfaction, reduced staff pressure, and helped over 60% of transactions occur digitally or via kiosk.

Scotiabank