National City boosts online application completion rates and new account openings with live chat.
Measured by specific success criteria developed before launching the program, National City's chat pilot was considered an overwhelming success.
In addition to implementing a full-scale deployment of the LivePerson Enterprise platform, the bank is expanding the application to other lines of business and continues to achieve:
Unprecedented customer satisfaction levels. Online visitors applauded their chat experiences; National City received 95 percent customer satisfaction ratings, and exit surveys revealed comments like these:
"This was my first experience with live chat on the Internet. It was great! Honestly, I think it was much faster than calling the local National City by us. And the specialist was wonderful!"
"I think live chat is wonderful. Two thumbs up, it was very fast and to the point. Quickly got the results I needed. Thank you."
Six times conversion rate growth. The conversion rate for visitors who chat is six times greater than self service. The online channel currently represents the fastest growing sales and information channel for National City.
“This was an absolutely positive experience for us and the right thing to do for our customers. Many vendors fall short upon getting the contract. LivePerson has been a pleasant surprise to work with. Their staff did a fantastic job in the implementation, and they have a vested interest in helping us succeed.”
Scott Linabarger
Senior Vice President
Web Marketing, National City