LinkLive is an AI-enabled, all-in-one contact center platform that allows the world’s most highly regulated industries to securely connect with consumers in the channels of their choice. Our modern, native features allow organizations to do business via encrypted voice, video, chat, and email while complying with stringent privacy and data protection laws. We were founded in 2003 and today have more than 1,200 clients trust LinkLive to help them create outstanding customer experiences, increase employee engagement, and boost efficiency. LinkLive powers communications success for organizations such as Newburyport Bank, Bank of Oak Ridge, North Memorial Healthcare, University of Minnesota Physicians.

LinkLive Customer Case Study: INB Dramatically Enhances Banking Support by Integrating Phone & Chat

Client Overview: INB, formerly Illinois National Bank, stands out in the banking sector with its mission to offer unmatched customer service. Since its beginning, INB focused on elevating financial service standards and putting customer needs first. This approach demonstrates INB's dedication to its clients and establishes INB as a customer-centric leader in the competitive banking industry.

The Challenges: INB encountered major challenges in improving client experiences, primarily due to disjointed communication systems. Integrating chat and call center operations into a unified platform was crucial for streamlining processes and enhancing customer service. Their dependence on an outdated solution highlighted inefficiencies, stressing the need for a more cohesive and efficient approach.

LinkLive Resolution: The search for a cohesive communication framework led INB to LinkLive, a communication platform promising to unify chat and call center functions under one roof. The implementation process, significantly supported by LinkLive's dedicated team, including on-site assistance, allowed for a smooth transition. This strategic move was further supported by comprehensive training and proactive support, ensuring the seamless adoption of LinkLive and the maintenance of high service standards.

The Results: LinkLive's integration brought significant improvements to INB's customer service, marked by enhanced efficiency and satisfaction:

• Faster Response Times: Quick replies & resource optimization significantly boosted customer satisfaction.
• Streamlined Operations: The platform's ease of use simplified processes, improving operational efficiency.
• nsightful Reporting: LinkLive's tools offered deep insights, refining evaluations and incentives.
• Improved Job Satisfaction: The team's high praise for the platform's simplicity elevated service standards in banking.