E-client support focused on solving problems and getting things doneSchedule a demo
Optimise and automate
By ensuring secure browser-based access from all devices, LiveBank supports agents’ work from any location. Collaboration tools such as screen-sharing, co-browsing, or file exchange facilitate efficient remote customer support. LiveBank’s eKYC processes enable automated online onboarding of new clients as identity verification and authentication no longer require a visit to a physical branch.
Measure team performance
Customer support metrics and KPIs provide information on your team’s effectiveness, help identify bottlenecks, and make improvement plans. LiveBank enables reporting and monitoring KPIs such as SL, AHT, ASA/FRT, FCR.
Boost customer satisfaction
Efficiency in handling client issues and troubleshooting is fundamental to customer satisfaction. LiveBank’s solution puts clients at the centre of communication, ensures convenience and a great experience when interacting with a bank. Offer your clients a single sign-on, seamless switching between multiple channels and case-based communication, and watch your CSAT and CRR go up.
Solve your problems with LiveBank
How to increase client satisfaction with remote customer support?
Your clients use various devices, opt for particular solutions, and require help at different stages. Improve satisfaction and customer effort score with LiveBank.
Create a one-of-its-kind experience by providing your clients with continuous access to secure banking via multiple communication channels, and ensure seamless switching between the channels.
Provide the highest quality of service by routing cases to agents with expertise in a given field.
Equip your agents with predefined links, files, and canned responses to reduce the waiting time.
Provide efficient service by aggregating all information and the history of interactions in one place.
Let your clients know you care about their opinion and monitor their satisfaction by sending a survey after the case is closed.
How to reduce your ticket queue and shorten service time?
When requests for support are cumulating, agents are not able to respond to clients promptly, and the resolution time is too long, LiveBank will make a real difference.
Implement a multi-chat enabling an agent to have a conversation with even three clients simultaneously.
Use the routing function to seamlessly redirect clients to the agents most competent in a given topic.
Provide agents with tools such as screen sharing, co-browsing, file exchange, and knowledge base to ensure efficient collaboration with a client and shorten the average resolution time.
Adjust the number of agents to the forecast load thanks to the possibility of flexible scaling
Use traffic and service performance monitoring tools to forecast traffic and plan budgets.
How to provide agents with an aggregated history of interactions on different issues and respond on point?
Clients expect convenience, simplicity, and a sense of continuity. Agents need quick access to prior conversations and case context.
Ensure case-based communication and aggregate interactions from different channels in one place.
Give clients and agents insight into the complete history of the conversation on a given topic and the status of a case.
Facilitate agents’ proactive approach to customer support by enabling them to initiate outbound interactions.
Share personalized files thanks to integration with the banking document repository.
Recording and archiving
Record video and audio connections, text messages, collaboration, and any other kind of interaction to retrieve it when needed.
majority of clients expect real-time support regardless of the communication channel
significantly greater efficiency compared to telephone support
2300 chat interactions serviced per month by a single agent
Our clients say it best
Conversation history and notifications about incoming messages are only some of the many solutions implemented as part of the project, carried out in cooperation with Ailleron. Very positive feedback from our customers shows us that we have taken the right path, which in turn poses additional challenges for us in terms of further product development.
An omnichannel platform for instant and secure communication over chat, video, audio and social media, optimizing remote advisory processes. An omnichannel platform for instant and secure communication over chat, video, audio and social media, optimizing remote advisory processes.
As we have demonstrated in the past with our digital innovations, which has included the digital e-Kiosk, and the CommBank SmartWealth app – our awardwinning wealth management mobile application, Bank Commonwealth is committed to realising its digital transformation journey with CommBank Mobile. By partnering with LiveBank we have been able to make CommBank Mobile the next evolution of that journey, and the technology will ensure Bank Commonwealth continues moving towards our purpose: Building a brighter future for all.