Case Study: PostFinance achieves conversational maturity with 20,000 monthly secure messaging conversations using Unblu

PostFinance handles 20,000 conversations a month with unblu

PostFinance, one of Switzerland's largest retail financial institutions, sought to reduce call volumes and provide secure, alternative digital support channels. They partnered with the vendor unblu to implement a conversational platform, initially leveraging unblu's Live Chat and embedded Co-Browsing.

The solution from unblu expanded over a long-term collaboration, phasing out email in favor of secure messaging and integrating a media-blending system for agent efficiency. This has allowed PostFinance to handle over 20,000 unblu-powered conversations monthly, achieving stable handling times across channels. The partnership continues to grow with plans to integrate unblu's Video & Voice consultations.

PostFinance