Cross-platform, in-app messaging: another banking first from Bankwest

31 July 2018

Bankwest has launched a new, in-app messaging service to bring unparalleled support to customers via their phones.

The new service means Bankwest customers can now get their questions and queries answered securely, quickly and easily via a messaging service within their banking app.

Bankwest Executive General Manager Customer Experience, Andrew Chanmugam, said the new in-app messaging service followed the release of the Bankwest Halo - Australia’s first wearable payment ring - and was driven by Bankwest’s focus on meeting changing customer needs.

“Our customers’ needs are changing incredibly quickly and we’re transforming to stay ahead of their evolving expectations,” he said.

“As a result, we’re working to continually evolve and improve the digital services and products we offer, in response to how our customers are telling us they want to interact with us.

“A chat function is fairly common now in customer services, but ours is the first in Australian banking which works across devices and platforms.

“The messaging all takes place safely and securely within the app, meaning there’s no need for ID verification, other than when you log-in to the app.

“Thanks to the system working across the devices, you can start a conversation on one device – such as your home computer or laptop - and continue it when you log-in via your smart phone or tablet while you’re on the way to work.

“And finally, just like in say Facebook messenger, the ‘history’ of all your conversations remains visible in the in-app messenger service, in case you need to come back to it in the future.

“We’re really proud to bring this new level of service to our customers and it’s central to achieving our vision to deliver amazing customer experiences that matter.”

Bankwest Head of Contact Centre Max Clarke said the development team had been working hard over the last few months to increase and improve the level of service offered to customers.

“As a result of our new, agile way of working we’ve been rapidly improving and developing the services we offer to customers.

“Thanks to a huge customer-focused team effort we now have 24/7 coverage across all of our channels – phone, social media and messaging – and this new cross platform messaging facility is the icing on the cake. The team is very proud to have rolled this out,” he added.

“Another improvement to the Contact Centre service is the introduction of new telephony technology, which opens up some exciting future possibilities, including customer identification through voice recognition.

"The new system is just another example of how we're evolving our channels to put the customer at the centre of everything we do.

“And as our Contact Centre work force grows, it opens up more opportunities for people to work flexibly and productively from home, which is great for many of our colleagues who are balancing busy work and family demands,” said Max.


  • The Bankwest app is available for iOS and Android phone devices.

For more information contact:

Russell Yeo
Bankwest Senior Manager, Media & Communications
0421 637 028

Glen Foreman

Bankwest Senior Manager, Media & Communications
0412 421 002

About Bankwest
Bankwest provides personal and business banking solutions for more than 1.1 million retail and business customers across Australia. Bankwest customers enjoy access to an extensive network of stores and business centres, direct and third party distribution channels, agencies and electronic banking facilities, as well as 24-hour telephone and internet banking. Bankwest is a division of the Commonwealth Bank of Australia.

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