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NAB shifts to digital customer interactions
The bank has partnered with a customer engagement platform to deliver digital servicing and support.
NAB shifts to digital customer interactions
The bank has partnered with a customer engagement platform to deliver digital servicing and support.
Customer engagement software company Khoros has announced it has been selected by NAB as a technology partner to transform the bank’s digital messaging capability.
NAB’s executive of digital experience and engagement, Michelle Sherwood, said that 94 per cent of its customer interactions were now digital.
“Having supported the launch of our Apple Business Chat, WhatsApp and Google’s Business Messages channels, the Khoros platform has proved to be incredibly valuable to assist customers however they choose to interact with us,” said Ms Sherwood.
“We look forward to building on our success and setting a new industry standard for what a high-performing, customer-focused digital messaging and contact centre experience can be.”
More than 3 million webchat conversations were answered by NAB’s digital virtual assistant in 2020, triple the amount in the previous year.
Khoros said that NAB was one of the thousands of businesses to have seen a significant increase in consumer demand for digital engagement recently, including 90,000 interactions through digital messaging channels.
“We’re honored to be working with this visionary organisation to drive digital transformation and, ultimately, provide a more modern experience for their customers,” said Khoros chief executive Jack Blaha.
“With Khoros’ leading contact centre solution and AI-powered vision for unlocking the power of customer interactions, we are excited to help NAB set a new global standard for digital-first customer engagement that will improve both the colleague and customer experience.”
NAB will utilise Khoros’ platform as part of its vision for an evolution in digital messaging and a fully integrated digital-first service operation.
“Our partnership with NAB has been an exciting one to see progress, especially when they share a vision that very much speaks to what we are innovating here at Khoros—true digital customer engagement that seamlessly connects colleagues and consumers across any communication channel including digital and voice,” said Khoros APAC vice-president Booth Fellers.
“We’re excited to be on this journey with NAB so they can deliver a leading customer service experience.”
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