Bendigo Bank launches internet LivePerson first

Bendigo Bank today launches the Australian banking industry's first online "LivePerson" customer help service.

LivePerson provides real-time support for Bendigo's growing number of Internet Bank customers, enabling them to "chat" online with trained staff at the Bank's Bendigo headquarters.

Bendigo developed the system in partnership with the US-based firm LivePerson and is the first Australian bank to operate the real-time customer support system.

"This is a unique solution to a challenge Bendigo Bank faces in the cyber age - how do we provide online the level of service customers expect from us?" said Bendigo's group managing director Rob Hunt.

"We have made a commitment to our customers there will always be someone they can speak with when they deal with Bendigo Bank - however they choose to interface with us.

"LivePerson provides our customers with a similar level of service online that they experience across the counter or over the telephone - the chance to consult us personally about their banking needs. Our staff can then apply our banking skills to respond with the appropriate advice.

"We reject the notion that customers using electronic banking are seeking self-service.

"What they are seeking is choice and convenience - they still want personal service when they require our banking expertise."

Mr Hunt said LivePerson will initially operate from 9am to 5pm on weekdays.

"Users online outside those hours can send us a message and we will contact them immediately on resumption of business."

Bendigo Bank's Internet Banking business is growing rapidly. Launched in early 1999, it has grown rapidly, with increases of more than 300 per cent in both Customers and usage in the past 12 months.

Mr Hunt said this continued a trend which now saw more than 80 per cent of Customer transactions performed electronically.