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National City Boosts Application Completion Rates and Account Openings with Live ChatChat pilot exceeds expectations, leads to expanded use across multiple lines of business
Headquartered in Cleveland, Ohio, National City Corporation (NYSE: NCC) is one of the nation’s largest financial holding companies. The company operates through an extensive banking network, and its core businesses include commercial and retail banking, mortgage financing and servicing, consumer finance and asset management. With an award-winning website, more than 1,400 branch offices and 2,100 automatic teller machines (ATMs), National City’s retail banking division is driven by a customer-focused culture, supplying convenience, flexibility, quality service, and consistency across all delivery channels. Although branch and ATM utilization enjoy continued growth, the call center and online channels represent significant expansion opportunities for the bank. Aware that increased comfort, confidence and familiarity with the Web were driving consumers online for research, information and advice, National City wanted to use live chat as another avenue to reach out to customers. |
"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 |
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