Bank of American Fork delivers high customer service standards with LiveChat
公司规模
1,000+
地区
- America
国家
- United States
产品
- LiveChat
技术栈
- LiveChat
实施规模
- Enterprise-wide Deployment
影响指标
- Customer Satisfaction
- Digital Expertise
技术
- 应用基础设施与中间件 - API 集成与管理
适用行业
- 金融与保险
适用功能
- 商业运营
- 销售与市场营销
服务
- 软件设计与工程服务
关于客户
Bank of American Fork is the largest community bank in Utah. It has over 14,000 customers, both consumer and business, who use its services daily. The bank prides itself on offering 'Big City Banking – Small Town Service' to all of its customers. This means that all of the technology, products, and services found at a 'big' bank are available, while all the exceptional customer service and friendliness you’d find in a small town are also present. The bank was founded in 1913 and has a long history of good customer service. Living up to its motto, the bank has managed to gain over 14 thousand business and consumer clients.
挑战
Bank of American Fork, a community bank in Utah, was looking for ways to improve its customer service. The bank wanted to provide an additional communication channel for its customers, allowing them to choose how they want to contact the bank. The bank prides itself on offering 'Big City Banking – Small Town Service' to all of its customers, meaning that all of the technology, products, and services found at a 'big' bank are available, while all the exceptional customer service and friendliness you’d find in a small town are also present. The bank noticed a growing trend in modern customer service where potential customers expect to receive instant answers.
解决方案
To meet the growing expectations of its customers for instant answers, Bank of American Fork introduced LiveChat as an additional communication channel. Five support agents handle chats on the bank's website, answering various inquiries from clients. Most chats are about the products offered by the bank. Due to the secure nature of banking, any chat regarding personal information has to be verified by the customer calling into customer service. The bank found both the system and the management dashboard of LiveChat very easy to use. Even though they don’t use the mobile app often, the bank was impressed with how easy it was to use when they did.
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