Case Study: Banca Dello Stato improves customer support with unblu Live Chat and Co-Browsing

Banca Dello Stato improves support efficiency for 60,000 e-banking customers with unblu

Banca Dello Stato, a Swiss bank, faced a significant increase in customer service requests driven by the pandemic and the release of new digital banking products. Their challenge was to handle this growing volume without compromising service quality, while also offering customers new support channels and reducing repeat inquiries. To address this, they partnered with unblu to implement its Live Chat and Co-Browsing services.

The solution from unblu enabled the bank's agents to handle multiple chat requests simultaneously, greatly improving interaction efficiency. The Co-Browsing feature allowed agents to collaborate with customers in real-time to resolve complex issues quickly and provide education. This implementation successfully diversified the bank's communication channels and improved the overall quality of its customer support.

Banca Dello Stato