Keep a client in mind
LiveBank facilitates a smooth and safe client migration to digital channels by embedding customer support functionalities like audio and video calls, a chat, and messaging apps in e-banking to enable immediate contact. Routing to an expert agent, collaboration tools such as screen-sharing or co-browsing support digital end-to-end processes, and eKYC streamlines client onboarding.
Plug and play
LiveBank ensures a quick one-point integration of digital and traditional customer touchpoints with various back-end banking systems such as CRMs, databases, or file repositories and enables aggregation of dispersed client information and communication history.
Scale the system as you go
In a dynamic financial services environment, responsiveness to changes and needs is essential. LiveBank provides the flexibility of scaling. You may effortlessly add or cancel licences depending on the number of agents you need at the given moment. You can also introduce new features or integrate more communication channels over time.
Solve your problems with LiveBank
How to make digital banking friendly to all clients?
Customise your digital banking experience and embrace inclusivity by providing for all client needs.
Availibility of service
Empower digital banking by embedding support channels to assist your clients when needed – from audio and video calls to messaging apps.
Ensure an intuitive UX and easy navigation across all digital channels.
Offer digital hand-holding to less confident users and walk them through the banking processes with collaboration tools such as screen sharing, co-browsing, and file exchange.
Survey clients to gather information about their satisfaction with digital banking, track trends, and adapt solutions to their needs.
How to effectively digitise banking processes?
The success of digitisation depends on how well it serves clients and helps bank employees generate revenue.
Empower your digital banking with a customer support model combining automated online eKYC processes and human assistance when needed.
Leverage the flexibility of adding and deactivating communication channels so that clients can contact the bank at their convenience.
Use all remote support channels to smoothly guide clients through end-to-end banking processes and reduce the churn rate.
Smart use of resources
Enable qualified agents to conduct sales and upselling activities through digital channels.
How to use additional customer support channels to improve digital banking?
To make e-banking friendly and ensure that processes end in conversion, adopt a journey-based approach to customer experience.
Structure a customer journey that helps clients achieve their goals in the most effective flow without visiting a brick-and-mortar branch.
Design end-to-end processes based on digital banking and use different communication channels to model the customer journey.
Provide clients with appropriate information and guidance, and ensure immediate human assistance at the right points of the process.
Track, analyse and personalise the cross-channel experience.
enhanced NPS, CSAT, CES indicators
higher ratings for online banking
Smooth migration to digital
increased number of active
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.