Commonwealth Bank of Australia is to launch an online forum and information exchange where customers and bank staff can search for support and advice and engage in discussions for on-the-spot query resolution.
The new Support Community, developed by social media outfit Lithium, will be opened in July, shortly after the bank takes the wraps off an extensive redesign of its online banking service. The new NetBank site will include a simplified home page, improved search functionality, social media integration, personalistion features and mobile optimisation.
The Support Community platform will allow customers to search for support and advice about retail and business products and services, share their knowledge and participate in discussions. Accessible from CommBank.com.au, NetBank and the CommBank Facebook pages, questions will be answered in real-time by the community as well as CommBank experts.
Commonwealth Bank will also be utilising Support Community as an ideas exchange forum, incorporating virtual focus groups where customers can submit posts, vote and share insights across all social, mobile and cloud platforms.
Drew Unsworth, general manager, online banking, CommBank, says: "Our launch of SupportCommunity is putting the world's most advanced technology at our customer's finger tips and utilising the power of crowdsourcing to resolve queries in real time, making everyday banking easier."