Case Study: BKS Bank achieves 24/7 digital customer service and reduced waiting times with TeamViewer Engage

Thanks to smart contact center support, BKS Bank was able to significantly improve customer experience

BKS Bank, a 100-year-old full-service bank operating in Austria, Slovenia, Croatia and Slovakia, was advancing its digital transformation but faced rising support demand and limited self-service options. Customers could only use phone, email or a contact form and the bank’s previous remote-support tool required downloads that were often blocked, leading to low first-contact resolution, high staff workload and longer wait times.

TeamViewer Engage was rapidly integrated into BKS Bank’s website to provide a regulatory-compliant chatbot for routine inquiries and co-browsing for visual, download-free support during sales and service calls. The solution increased employee productivity, reduced waiting times, enabled 24/7 availability and simplified consultations by allowing agents and customers to navigate the site together.

BKS Bank