Rest is one of Australia’s largest superannuation funds by membership with $50 billion (AUD) under management. Established in 1988, Rest looks after super for around 2 million members and 160,000 employers. In 2016, Rest became the first Australian superannuation fund to service members’ enquiries online 24/7 with a virtual agent with the launch of Roger.
With nearly three-quarters of their customer base under 40, Rest was looking for a way to connect with a customer base of digital natives. They knew that their digital savvy customers were comparing them with other digital experiences, regardless of industry or service. They also knew that most of their customers were starting their experience on the Rest website.
The addition of a virtual agent on their website was aimed at enriching their customer experience to:
- Increase engagement with a customer base of digital natives
- Provide customers with 24/7 support in their channel of choice with 0 FTE (full time equivalent) cost
- Better understand the customer experience to uncover pain points
To learn more about Rest’s virtual agent Roger, including the solution’s seamless integration with live chat and Google Home, download the full Rest Customer Success Story.