Manage a multi-generation customer life cycle with an optichannel communication hubSchedule a demo
Bridge different touchpoints
Adding new channels and developing a client communication path in line with your bank’s business objectives has never been easier. LiveBank is a hub that enables seamless communication across channels to maximise the benefits of their specific capabilities and enhance the convenience of remote banking.
Technology must be user-friendly and serve clients irrespective of their tech-savviness or preferences in terms of devices and type of interaction. LiveBank integrates channels, such as audio or video calls, chat, email, text message, and messaging apps to provide a frictionless end-to-end service.
Enhance the customer experience
The loyalty of your bank’s clients depends on their satisfaction with the service. Create an excellent customer experience using a case-based communication approach and LiveBank functions such as routing to an expert agent, single sign-on, or biometrics. A happy client is more likely to recommend your bank’s services to others, which means higher NPS.
Solve your problems with LiveBank
How to ensure continuity of digital banking processes across the channels?
Eliminate the problem of dispersed communication channels and enable contextualised customer support.
Adapt a case-based communication approach to aggregate and manage the history of contacts with a client on a given issue.
A single application
Aggregate interactions form all contact channels in one user-friendly application.
Integrate multiple contact channels with CRMs, databases, or file repositories.
Leverage the ease of switching between channels to ensure a sense of continuity and consistent quality of service across all communication channels.
Let your clients know you care about their opinion and monitor their satisfaction by sending a survey after the case is closed.
How to realise end-to-end processes using different communication channels?
Aggregate contact channels into one omnichannel that supports end-to-end processes.
Avilability of service
Give clients 24/7 access to digital banking via multiple integrated communication channels and ensure continuity of communication when switching the channels.
Use collaboration tools such as co-browsing, screen-sharing, or file exchange to guide clients through the online process from start to finish.
Provide secure eKYC functions such as remote ID verification and authentication, or e-signature to close cases in a single online session.
Use reports and monitoring functions to identify bottlenecks in the process and provide additional human support where needed.
How to optimise the costs of implementing and maintaining multiple support channels?
Supporting many communication channels does not mean high implementation and maintenance costs.
In the SaaS model, the cost depends on the number of licenses and integrations which can be scaled up or down according to business needs or trends.
Cloud-based service eliminates the cost of maintaining IT infrastructure.
Guick and easy integrations and installation of new features allows implementing and testing new solutions with minimum investment.
Intuitive and user-friendly interface reduces the time and cost of training agents.
89% of clients are loyal to banks that implement an omnichannel strategy
Meeting clients’ needs
51% of clients are not satisfied with the current form of communication with their banks
80% of people prefer online banking over visiting a physical branch
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.