How Getnet improved CSAT to over 85% in under a year
GetnetLivePerson Conversational Cloud · LivePerson Intent Manager · WhatsApp
Getnet, a global digital and physical payment solutions provider and part of Santander's PagoNxt payment hub, worked with partner A5 Solutions to deploy LivePerson's Conversational Cloud platform, shifting customer service from voice to WhatsApp and other digital channels. The rollout included a virtual assistant available 24/7, bot parking for inactive conversations, AI-generated conversation summaries for agents, secure-form-based identity verification, and LivePerson's Intent Manager to analyze customer intent and improve service-bot menu performance. The migration from Getnet's previous platform took just 20 days. Within 11 months, digital channels grew to 74% of support conversations (up from a smaller share, with voice dropping to 26%), CSAT rose from 45.91 to the mid-80s (an increase of over 85%), and NPS rose by 78 points on average across support menus that had previously been negative. As of July 2024, 17 bot automations supported 84 service groups and 300 human agents.
Overview
Getnet, a global digital and physical payment solutions provider and part of Santander's PagoNxt payment hub, worked with partner A5 Solutions to deploy LivePerson's Conversational Cloud platform, shifting customer service from voice to WhatsApp and other digital channels. The rollout included a virtual assistant available 24/7, bot parking for inactive conversations, AI-generated conversation summaries for agents, secure-form-based identity verification, and LivePerson's Intent Manager to analyze customer intent and improve service-bot menu performance. The migration from Getnet's previous platform took just 20 days. Within 11 months, digital channels grew to 74% of support conversations (up from a smaller share, with voice dropping to 26%), CSAT rose from 45.91 to the mid-80s (an increase of over 85%), and NPS rose by 78 points on average across support menus that had previously been negative. As of July 2024, 17 bot automations supported 84 service groups and 300 human agents.
The challenge
Though the majority of Getnet's customer service was conducted on voice channels, this was not a sustainable or effective approach -- Net Promoter Scores (NPS) were in the negatives across the board. Voice was an expensive channel to support and less versatile than digital channels for sharing rich content, files or audio, or allowing customers to keep a conversation record. The solution also needed to be user-friendly and easy to set up and modify with minimal technical support from internal development teams.
The solution
Getnet worked with partner A5 Solutions, which recommended LivePerson's Conversational Cloud platform, to shift customer service from voice to WhatsApp and other digital channels. The rollout included shifting conversations to WhatsApp, a virtual assistant available 24/7, bot parking for inactive conversations, AI-generated conversation summaries for agents, secure-form-based identity verification (PID inclusion), and LivePerson's Intent Manager to analyze customer intent and improve service-bot menu performance. The migration from Getnet's previous platform took just 20 days.
Reported business value
Within 11 months, digital channels grew to 74% of support conversations (up from a smaller share, with voice dropping to 26%), CSAT rose from 45.91 to the mid-80s (an increase of over 85%), and NPS rose by 78 points on average across support menus that had previously been negative. As of July 2024, 17 bot automations supported 84 service groups and 300 human agents.
Sources
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Other financial services entries in the register.
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