Commonwealth Bank of Australia launches support forum

CBA has introduced a community support forum for customer service in what is claimed to be a world first.

Customers of the Commonwealth Bank of Australia (CBA) are now able to access another support channel, with the launch of the bank's Support Community forums today.

The Lithium-powered forums will allow customers to have their questions answered by the community and CommBank experts. Initially the experts will be CBA staff members, but the intention is to add knowledgeable members of the community to the expert ranks.

cbasupport
CBA's Support Community — click to enlarge.
(Image: Screenshot by Chris Duckett/ZDNet)

The bank recently updated its website in June, when it flagged that the forums would arrive by July. The commbank.com.au site makes use of Adobe's CQ5 content management system and is hosted in Amazon Web Services.

CBA is not the first Australian company to rely on crowdsourcing to answer customer concerns, Telstra has made extensive use of its customer forums for some time.

"In just 30 days, when Telstra commenced selling the iPhone 5, crowd support helped over 40,000 customers find the answer to their questions without having to call or visit a Telstra store," Monty Hamilton, Telstra director of digital operations, told ZDNet last month.

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