Extraco Banks and Consulting
With the creation of its SWARM Banking® methodology, Extraco Banks sought to integrate its SWARM Banking experience into its digital channels. It found the right fit with digital engagement powered by LivePerson. Initially deployed in 2011 as live chat, the LivePerson LiveEngage solution has evolved into digital engagement and is delivering results such as a 30 percent annual growth rate in live chat interactions equating to 1,000-plus per month, a 20 percent call deflection rate, and a 90 percent-plus customer satisfaction score. The addition of mobile live chat in early 2013 is getting rapid adoption; more than 19 percent of live chat is coming from mobile devices.