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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.

Related Resources

Customer Success Story

Extraco Banks and Consulting

Extraco Banks likes to think outside the box and to deliver a differentiated experience to its customers.
Customer Success Story

Extraco Banking Video

Extraco Banks extends its unique and highly effective in-banking customer experience to the digital channel using LivePerson LiveEngage and Jack Henry & Associates.
Customer Success Story

Extraco Consulting

Digital engagement is part of the SWARM Banking® methodology that Extraco Consulting uses when helping banks to retool how they engage with their customers.

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