Message me? Helping BankVic’s customers refinance.

Creating a responsive experience for @BankVic’s Home Loan leads.

In response to the COVID-19 pandemic, we knew that Victorians were taking the opportunity to reassess and refinance their home loans.

As the bank for Police, Health and Emergency services workers - BankVic knew that our essential workers were busy caring for our community, so wouldn’t have the time to thoroughly research all the refinancing options available to them. They needed to quickly and directly speak to an expert who could help them consider their refinancing options.

To be more accessible to our busy target audience and lower the bar to engagement; we created a responsive messenger experience that encouraged our audience to message us directly on Facebook. Interested customers were able to directly send us a question about BankVic’s competitive Home Loan offers and arrange to speak with a mobile lender.

Our community management team provided responsive always-on support during the campaign period to quickly respond to customers and arrange a same-day call with a BankVic lender.

The Result?

Increased total campaign call back requests through encouraging people to engage over Facebook Messenger with BankVic. Providing a personalised experience from the outset allowed our customers to engage with BankVic in the time and method convenient to them.

Creative. Media. Community Management.