Mizuho Bank aims for personalising digital customer service through live chat

Japanese Bank says having a real-time chat strategy will help raise the bar on customer service

Japanese banking firm, Mizuho Bank, is hoping to connect with customers in a more personalised way after signing up to use LivePerson’s live chat software.

The bank is rolling out the vendor’s real-time, live chat platform, LiveEngage, as a way of providing a new angle on customer support, as well as better connect the right audience to campaigns, products and services based on digital engagements.

The first phase of the implementation begins in November. In a statement, LivePerson claimed Mizuho is the first national bank in Japan to activate a real-time, live chat strategy through its LiveEngage platform.

In a statement, Mizuho Bank’s personal marketing division senior manager, Satoshi Nishimoto, said the group has traditionally provided assistance to customers either in-store, via the call centre, or through content and FAQ on its website.

“Mizuho Bank will now leverage the LiveEngage platform to deliver ‘digital omotenashi’- a more sophisticated customer experience through real-time engagement,” he said. “We also believe that we can provide better digital services by understanding our customers’ true needs through LiveEngage’s intelligence.”

Related: How chat is allowing CostumeBox to tap into new customer data Aussie shoppers want real-time help online

LivePerson country manager in Japan, Akio Fukasawa, saw the new capabilities will help Mizuho improve customer experiences.

“LiveEngage helps major financial institutions like Mizuho connect with its customers across the global in meaningful ways that build consumer confidence while making complex decisions, and foster long-term satisfaction and loyalty,” he said in the statement.

Signup to CMO’s email newsletter to receive your weekly dose of targeted content for the modern marketing chief.

Follow CMO on Twitter: @CMOAustralia, take part in the CMO Australia conversation on LinkedIn: CMO Australia, or join us on Facebook: https://www.facebook.com/CMOAustralia, or check us out on Google+: google.com/+CmoAu

Join the newsletter!

Or

Sign up to gain exclusive access to email subscriptions, event invitations, competitions, giveaways, and much more.

Membership is free, and your security and privacy remain protected. View our privacy policy before signing up.

Error: Please check your email address.
Show Comments

Latest Videos

Conversations over a cuppa with CMO: Microsoft's Pip Arthur

​In this latest episode of our conversations over a cuppa with CMO, we catch up with the delightful Pip Arthur, Microsoft Australia's chief marketing officer and communications director, to talk about thinking differently, delivering on B2B connection in the crisis, brand purpose and marketing transformation.

More Videos

Hey there! Very interesting article, thank you for your input! I found particularly interesting the part where you mentioned that certain...

Martin Valovič

Companies don’t have policies to disrupt traditional business models: Forrester’s McQuivey

Read more

I too am regularly surprised at how little care a large swathe of consumers take over the sharing and use of their personal data. As a m...

Catherine Stenson

Have customers really changed? - Marketing edge - CMO Australia

Read more

The biggest concern is the lack of awareness among marketers and the most important thing is the transparency and consent.

Joe Hawks

Data privacy 2021: What should be front and centre for the CMO right now

Read more

Thanks for giving these awesome suggestions. It's very in-depth and informative!sell property online

Joe Hawks

The new rules of Millennial marketing in 2021

Read more

In these tough times finding an earning opportunity that can be weaved into your lifestyle is hard. Doordash fits the bill nicely until y...

Fred Lawrence

DoorDash launches in Australia

Read more

Blog Posts

Highlights of 2020 deliver necessity for Circular Economies

The lessons emerging from a year like 2020 are what make the highlights, not necessarily what we gained. One of these is renewed emphasis on sustainability, and by this, I mean complete circular sustainability.

Katja Forbes

Managing director of Designit, Australia and New Zealand

Have customers really changed?

The past 12 months have been a confronting time for marketers, with each week seemingly bringing a new challenge. Some of the more notable impacts have been customer-centric, driven by shifting priorities, new consumption habits and expectation transfer.

Emilie Tan

Marketing strategist, Alpha Digital

Cultivating engaging content in Account-based Marketing (ABM)

ABM has been the buzzword in digital marketing for a while now, but I feel many companies are yet to really harness its power. The most important elements of ABM are to: Identify the right accounts; listen to these tracked accounts; and hyper-personalise your content to these accounts to truly engage them. It’s this third step where most companies struggle.

Joana Inch

Co-founder and head of digital, Hat Media Australia

Sign in