National City boosts online application completion rates and new account openings with live chat.
Reach out to
targeted visitors
Counting seven of the world's largest financial services institutions as customers, LivePerson offered the proven technology, domain expertise, implementation track record, and ongoing program optimization that National City was seeking in a strategic provider.
Leveraging LivePerson Enterprise, National City deployed proactive chat on limited areas of its website. The overall objective was to create a new avenue to reach out to customers and:
Promote customer advocacy by differentiating the online experience. One of the strongest drivers of future purchase intent for financial products among consumers, customer advocacy is the consumers' perception that a bank does what's best for them, not just what's best for its own bottom line. As visitors research financial products online, National City Product Specialists proactively offer to help explain rates, fees and other product features. LivePerson's configurable business rules engine analyzes traffic patterns in real time to identify and target site visitors most likely to benefit from chat interactions.
The permission-based application gives consumers the option of accepting or declining the invitations; almost 20 percent of invited visitors on National City's site accept the proactive chat invitations.
Drive online channel usage and increase application completion rates. According to Forrester Research, consumers prefer the online channel over branches and ATMs because it's the most convenient delivery method; however, they typically switch channels to apply for products because they need human assistance to make decisions.
National City allows website visitors to stay in their channel of choice. LivePerson's proprietary technology replicates the in-branch experience, enabling bank representatives to provide real-time answers and live advice to online visitors.
Measure ROI and optimize results. The platform's comprehensive reports reveal trends, agent performance, rules effectiveness, conversion rates, and incremental revenue to track and benchmark key performance indicators across financial services industry standards.
LivePerson's professional services team works handin- hand with National City's Web strategists to analyze performance, identify improvement areas and optimize results.
“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