CASE STUDY
How Frost Bank maintains a 91 % CSAT with 24 / 7 human customer support
With over 150 years of financial service experience in Texas , Frost Bank knows exceptional customer service . Their secret ? 24 / 7 live human support – no phone trees , no bots . Here ’ s how their partnership with LivePerson and digital experience solutions makes this possible .
Challenge : Centering people in digital transformation and customer interactions
Frost Bank prioritizes direct human interaction , regardless of the channel . As they expanded into digital channels , they maintained their commitment to having real people handle every customer conversation .
Solution : LivePerson ’ s platform and Agent Workspace
Frost partnered with LivePerson to achieve their digital transformation goals . They focused on expanding messaging channels and improving agent productivity through LivePerson ’ s platform and agent workspace , transforming their customer service approach .
Results and outcomes
Utilizing LivePerson ’ s Conversational Cloud ® , Frost connects with customers through digital-first channels and enhances agent productivity . This enables them to maintain a 91 % customer satisfaction score and keep response times under a minute .
Digital experience solutions that protect a customer service legacy
With LivePerson ’ s Conversational Cloud , brands like Frost can transform their contact centers , empowering the people behind them . This approach has contributed to Frost being ranked # 1 in Retail Banking Customer Satisfaction in Texas over the past fifteen years , according to the J . D . Power 2024 U . S Retail Banking Customer Satisfaction Study℠ . By partnering with LivePerson , Frost continues to prioritize agent productivity and satisfaction , ensuring exceptional service both in-person and digitally .
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Frost received the highest score in Texas in the J . D . Power 2010-2024 U . S . Retail Banking Satisfaction Studies of customers ’ satisfaction with their primary bank . Visit jdpower . com / awards for more details .