June 14, 2013

Commonwealth Bank of Australia announced it is launching a new online support forum designed to provide its customers with a personalized online experience.

Called Support Community, the service will launch in July and 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, allowing consumers to resolve problems quickly and easily, the bank said. The forum will be powered by Lithium, a social crowdsourcing platform.

Commonwealth's online banking platform will also undergo a redesign, including a "decluttered and simplified user experience" in a more digestible format, the bank said.

“Our launch of SupportCommunity is putting the world’s most advanced technology at our customer’s finger tips and utilizing the power of crowdsourcing to resolve queries in real time, making everyday banking easier,” said Drew Unsworth, General Manager, Online Banking for Commonwealth Bank, in a statement.

[Related: Crowdsourcing Development of Financial Products]

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Zarna Patel is a staff writer for InformationWeek's Financial Services brands, which include Bank Systems & Technology, Insurance & Technology and Wall Street & Technology. She received ...