March 2021

LiveBank – chat for mBank customers in Czechia and Slovakia

mBank customers in Czechia and Slovakia have been using a virtual bank branch based on LiveBank chat solution for two months. As we can observe, the new channel received positive feedback from the customers – over 15% of all the interactions in Czech and Slovak mBank Contact Center is completed via chat. In the same time, one of every three customers from Poland contact mBank in this way.

Livebank has been supporting mBank in Poland for over 9 years. Ekspert Online service channel provides customers with an opportunity interact with the bank directly from mobile app and online banking via chat. Every month, over 51 thousand mBank customers use chat. Introduced platform was critically acclaimed and awarded, i.e. during Finovate conference in New York and London. To continue this long-term cooperation, we have signed a deal to create a system that can take care of mBank customers’ needs in Czech and Slovak markets. Chat system was made available for customers by the end of 2020.

In the project multitenant approach was used as a part of system architecture, allowing several different business lines to use the same LiveBank system with separate access to particular features. Such an approach enables serving users from three different countries. It also allows further independent development of the local apps simultaneously to its Polish version. Ultimately, customers can use a wide range of features included in chat communication, with an access to conversation history and file exchange in both mobile and desktop version.

LiveBank offers customers an easy and quick contact with a bank, in accordance with the rules of state-of-the-art banking. Bank, on the other hand, can count on lower operational costs and increased efficiency achieved by boosting the number of customer interactions. What is more, new chat channel allows bank to reach new target audiences – the ones that prefer a message over a phone call.

The entire project was divided into two stages. The first stage includes the implementation of LiveBank in internet banking for logged customers to allow them to carry out operations in the account while chatting with bank advisor. This stage of the project was introduced in November 2020.

The second stage is an integration of LiveBank solution on a mobile banking platform, so mBank customers in Czechia and Slovakia could easily chat with the bank via mobile application.

– We are happy that our cooperation with mBank evolves and that together we can launch LiveBank on new markets. This implementation once again confirms the quality of products delivered by Ailleron that are responsible for the growing expectations of the market. Czechia and Slovakia expand the group of several dozens of countries in which LiveBank actively supports remote interactions between customers and banks. – says Piotr Skrabski, General Manager LiveBank.

– The chat solution we implement with Ailleron in our foreign branches in Czechia and in Slovakia is an answer to the continuous growth in popularity of mobile banking channels. Customer support in remote channels via chat is especially important for us, because due to the COVID-19 pandemic those channels are the main touchpoint for customers. We want our chat to be not only the tool for exchanging information, but also a place where we could offer our customers an opportunity to manage their operations that before were available in traditional channels only. First reactions of our customers are positive and they show us that it was the right way forward. – says Dawid Chruśliński, Project Manager, Strategy and Development Expert for mBank Contact Center in Czechia and Slovakia.

Any questions?

Need quick hints? Feel free to contact us

Piotr Skrabski

Piotr Skrabski

General Manager

    Ailleron Company

    43B Jana Pawła II Avenue
    Podium Park II Building
    31-864 Cracow

    Did you know?

    A virtual branch will work perfectly wherever efficient service is crucial