How Extraco Banks Achieved 75% Self-Service Rates and 90% Call Handling Rates

Extraco Banks prides itself in making personal financial management easier and faster through world-class products and services delivered with a human touch. Consistently on the lookout to improve their customer product offering and service, Extraco Banks recognized the engagement benefit of providing messaging-based services in addition to their existing branch network and directed services operation (call centers). A messaging-based service would provide the ability to support their customers in a more personal and less resource-intensive manner by offering an opportunity for broader self-service options and for reducing the operational pressure on call centers. 

Rather than developing such a solution, Extraco Banks focused on finding a solution partne...

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