Client Overview
INB, National Association (INB), is a standout community bank with a strong commitment to delivering exceptional customer service. Focused on enhancing the banking experience, INB has consistently prioritized innovation and client-centric solutions to maintain a competitive edge in the financial sector.
The Challenge
INB faced persistent operational hurdles due to fragmented communication systems. Their previous setup lacked integration between phone and chat capabilities, resulting in disjointed customer service experiences and inefficient internal workflows.
Reliant on an outdated platform, INB struggled with manageability and performance issues that impeded their ability to serve customers effectively. These limitations prompted leadership to seek a unified solution that would support both their digital transformation goals and high service standards.
LinkLive Resolution
INB partnered with LinkLive to unify their communication systems into a single, secure platform. LinkLive provided a centralized solution that brought phone and chat capabilities under one umbrella, significantly enhancing service delivery.
The implementation process was smooth, thanks to LinkLive’s dedicated onboarding team and on-site support. With customized training and continuous guidance, INB was able to quickly adopt the platform and maintain continuity in customer service operations.
LinkLive’s AI-enabled features and all-in-one architecture ensured ease of use and consistency across channels, allowing agents to handle inquiries more efficiently while maintaining compliance and security—a crucial need for financial institutions.
Result
Faster Response Times
INB achieved a 25% improvement in average handle time (AHT), enhancing customer satisfaction and operational agility.
Simplified Operations
The unified platform streamlined workflows, reducing internal complexity and boosting productivity.
Enhanced Insight
Robust reporting capabilities empowered INB to refine performance evaluations and implement targeted improvements.