Tech Scene- Bankwest messaging service

What?

Bankwest has launched an in-app messaging service that allows its customers to have their questions and queries answered securely, quickly and easily. The in-app messaging platform operates within both the Bankwest app and online banking, meaning you can start a conversation on one device, such as your home computer or laptop, and continue it when you log in via your smart phone or tablet.

Where?

The Bankwest app is available for iOS and Android phone devices.

Who?

Bankwest’s development team created the messaging service in partnership with US company LivePerson Inc.

Quotation

“Thanks to a huge customer-focused team effort we now have 24-7 coverage across all of our channels – phone, social media and messaging – and this new cross platform messaging facility is the icing on the cake,” Bankwest head of contact centre Max Clarke said.

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Since launching the new service, Bankwest has experienced a 20 per cent increase in query volumes handled digitally.

About 500,000 people use the Bankwest app every month, opening the app around 11 million times each month.