Vidyo Solutions for Financial Services
Video Customer Engagement for Money Lending
The loan market is very competitive. Beyond low interest rates and favorable terms, the ability to simplify the application process, establish trust, and bring in the right expertise are key to maximizing the chances of closing a deal. If it’s inconvenient for your customer to get to your office – you may lose the deal. With video banking, the loan adviser and the loan applicant can have much more personal and meaningful conversations during remote interactions. A 3rd party such as a subject matter expert or the loan applicant’s spouse or business partner can also be involved in the discussion to streamline and expedite the decision-making process. The customers can electronically sign the contract and the process is fully digitized. The result: a better loan closure rate and a shorter sales cycle.
Benefits:
- Greater customer convenience
- Stronger customer relationships
- Better loan closure rate
- Shorter sales cycle
- Virtualize the lending process with high-quality video meetings and document sharing.
- Make digital, transactional inquiries consultative with phone or chat escalation to video.
- Allow face-to-face access to experts regardless of location.
- Expedite customers’ decision-making with multi-person video calls.
Video Customer Engagement for Account Opening
With video banking, website visitors can engage in a live video conversation with a representative to discuss their requirements, make sure they understand terms and conditions, and immediately sign up to open an account. Existing customers or members can also apply for a new service from the convenience of their home or even from an in-branch kiosk if they are in a branch but want to benefit from a faster service.
Benefits:
Faster account opening
56% of financial institutions that use video banking report a faster customer service.
Higher customer satisfaction
97% of video customers are either satisfied or extremely satisfied at Consumers Credit Union.
Increased customer acquisition
The website conversion rate increases as abandonment is reduced.
Paperless processes
Account opening can be fully digitized.
- Simplify the process for opening a new account.
- Engage face-to-face with new and existing customers for greater efficiency.
- Establish trust with website visitors to encourage enrollment.
Video Client Engagement for Private Banking and Wealth Management
Wealth managers and private bankers need to collaborate closely with their clients to plan and and optimize their portfolios. They must meet regularly with busy clients to understand their needs and investment priorities.
As bankers often work from 9 to 5 while customers cannot visit the branch during business hours, thus many interactions are conducted over the phone or via e-mails ,lacking the richness of a face-to-face interaction.
With video banking, they can schedule video meetings to maintain a personal and meaningful relationship even during remote interactions, ultimately deepening relationships, building trust, and improving investment outcomes.
Benefits:
Greater client convenience
Stronger client relationships
Revenue growth
Deeper wallet share
- Greater client convenience
- Stronger client relationships
- Revenue growth
- Deeper wallet share
Video Client Engagement for Commercial Banking
Commercial bankers need to collaborate closely with their clients to plan and and optimize their portfolios. They must meet regularly with busy clients to understand their needs and investment priorities.
As bankers often work from 9 to 5 while customers cannot visit the branch during business hours, thus many interactions are conducted over the phone or via e-mails, lacking the richness of a face-to-face interaction.
With video banking, they can schedule video meetings to maintain a personal and meaningful relationship even during remote interactions, ultimately deepening relationships, building trust, and improving investment outcomes.
Benefits:
Greater client convenience
Clients can enjoy an authentic connection with their advisers without visiting a branch.
Stronger client relationships
Net Promoter Score 44% higher for video interactions than telephony at Barclays.
Revenue growth
Building intimacy and establishing trust ultimately help sell more products and services.
Deeper wallet share
20% lift on cross-selling at BluCurrent Credit Union.
- Host remote interactions with HNWI (High-net-worth individuals) and affluent clients through high-quality video meetings that are as effective as in-person meetings.
- Bring the most suitable experts to client meetings, regardless of location.
- Share documents during remote conversations for better mutual understanding.
Video-Enabled Branch
Even in today’s digital world, the branch remains a key component of the customer engagement strategy for most financial institutions. But, when the customer has to wait only to find out that the expertise they need isn’t available – that defeats the purpose of the branch. Video banking enables financial institutions to offer faster and richer services to their branch visitors through video kiosks or in private video-enabled rooms. In-branch representatives can also initiate video calls with subject-matter experts from other locations in order to provide additional services or insights during customer meetings.
Benefits:
Reduce average wait time
Increase customer satisfaction
Optimize branch staff resources and real estate
No need to overstaff the branches to try to manage all types of inquiries.
Increase first visit resolution
Customers get a comprehensive response, even if the expertise they need is not available at that location.
- Create a more efficient, scalable staffing and real estate model by enabling branch visitors to connect with remote experts on video banking kiosks or in video-enabled rooms.
- Decrease wait times in busy branches by load balancing across entire branch network and leveraging centralized expert teams.
- Offer branch visitors access to all services regardless of staff present on-site.
Video-Enabled Bank Contact Center
Traditional contact center interaction channels do not allow the level of personal interaction that more complex or emotionally driven tasks require. With video banking, agents can deal much more effectively with unhappy or angry customers. They can encourage customers to go beyond the original reason they called, increasing the contact center’s ability to generate revenue.
Benefits:
Improved management of customers’ emotions
In a human interaction, body language account for 55% of the overall message.
Higher customer satisfaction
Compared to standard voice service.
More effective interactions
More cases solved in the first call.
Reduced agent churn
Greater contact center agent satisfaction as roles becomes more rewarding create employee loyalty to the organization.
- Provide interactive video support to users of banking websites, mobile banking apps, ATMs, and ITMs.
- Escalate text chat or phone-based contact center interactions into fully engaged video conversations.
- Use “see-what-I-see” video sharing, document sharing, and co-browsing to streamline troubleshooting.
Video Claims Management (Insurance Companies)
In the insurance business, the quality of the claim experience is a key driver of customer retention. The traditional claims process is costly and inconvenient, and waiting for the insurance adjuster is frustrating for the customer. Instead of sending a loss adjuster on-site, insurers can now perform video loss adjustment. Claimants can show the adjuster the damage using the camera on their smartphone or tablet. The gains in customer convenience are immeasurable and adjusters can manage more claims, more efficiently, without leaving the office.
Benefits:
Faster claim resolution
65% of insurers expect to reduce case handling time with video-enabled claims.
Increased adjuster productivity
Increased productivity from 6.5 to 11 appraisals per day at a tested agency.
Higher claimant satisfaction
71% of insurers expect to increase customer satisfaction with video-enabled claims.
Reduced claim fraud
37% of insurers expect to reduce frauds with video-enabled claims.
- Assess damages remotely through interactive video calls.
- Record and archive loss adjustment sessions.
- For more Information:
- 050-7257281
- kobish@ncr.co.il
Vidyo Solutions for Financial Services
Video Customer Engagement for Money Lending
The loan market is very competitive. Beyond low interest rates and favorable terms, the ability to simplify the application process, establish trust, and bring in the right expertise are key to maximizing the chances of closing a deal. If it’s inconvenient for your customer to get to your office – you may lose the deal. With video banking, the loan adviser and the loan applicant can have much more personal and meaningful conversations during remote interactions. A 3rd party such as a subject matter expert or the loan applicant’s spouse or business partner can also be involved in the discussion to streamline and expedite the decision-making process. The customers can electronically sign the contract and the process is fully digitized. The result: a better loan closure rate and a shorter sales cycle.
Benefits:
- Greater customer convenience
- Stronger customer relationships
- Better loan closure rate
- Shorter sales cycle
- Virtualize the lending process with high-quality video meetings and document sharing.
- Make digital, transactional inquiries consultative with phone or chat escalation to video.
- Allow face-to-face access to experts regardless of location.
- Expedite customers’ decision-making with multi-person video calls.
Video Customer Engagement for Account Opening
With video banking, website visitors can engage in a live video conversation with a representative to discuss their requirements, make sure they understand terms and conditions, and immediately sign up to open an account. Existing customers or members can also apply for a new service from the convenience of their home or even from an in-branch kiosk if they are in a branch but want to benefit from a faster service.
Benefits:
Faster account opening
56% of financial institutions that use video banking report a faster customer service.
Higher customer satisfaction
97% of video customers are either satisfied or extremely satisfied at Consumers Credit Union.
Increased customer acquisition
The website conversion rate increases as abandonment is reduced.
Paperless processes
Account opening can be fully digitized.
- Simplify the process for opening a new account.
- Engage face-to-face with new and existing customers for greater efficiency.
- Establish trust with website visitors to encourage enrollment.
Video Client Engagement for Private Banking and Wealth Management
Wealth managers and private bankers need to collaborate closely with their clients to plan and and optimize their portfolios. They must meet regularly with busy clients to understand their needs and investment priorities.
As bankers often work from 9 to 5 while customers cannot visit the branch during business hours, thus many interactions are conducted over the phone or via e-mails ,lacking the richness of a face-to-face interaction.
With video banking, they can schedule video meetings to maintain a personal and meaningful relationship even during remote interactions, ultimately deepening relationships, building trust, and improving investment outcomes.
Benefits:
Greater client convenience
Stronger client relationships
Revenue growth
Deeper wallet share
- Greater client convenience
- Stronger client relationships
- Revenue growth
- Deeper wallet share
Video Client Engagement for Commercial Banking
Commercial bankers need to collaborate closely with their clients to plan and and optimize their portfolios. They must meet regularly with busy clients to understand their needs and investment priorities.
As bankers often work from 9 to 5 while customers cannot visit the branch during business hours, thus many interactions are conducted over the phone or via e-mails, lacking the richness of a face-to-face interaction.
With video banking, they can schedule video meetings to maintain a personal and meaningful relationship even during remote interactions, ultimately deepening relationships, building trust, and improving investment outcomes.
Benefits:
Greater client convenience
Clients can enjoy an authentic connection with their advisers without visiting a branch.
Stronger client relationships
Net Promoter Score 44% higher for video interactions than telephony at Barclays.
Revenue growth
Building intimacy and establishing trust ultimately help sell more products and services.
Deeper wallet share
20% lift on cross-selling at BluCurrent Credit Union.
- Host remote interactions with HNWI (High-net-worth individuals) and affluent clients through high-quality video meetings that are as effective as in-person meetings.
- Bring the most suitable experts to client meetings, regardless of location.
- Share documents during remote conversations for better mutual understanding.
Video-Enabled Branch
Even in today’s digital world, the branch remains a key component of the customer engagement strategy for most financial institutions. But, when the customer has to wait only to find out that the expertise they need isn’t available – that defeats the purpose of the branch. Video banking enables financial institutions to offer faster and richer services to their branch visitors through video kiosks or in private video-enabled rooms. In-branch representatives can also initiate video calls with subject-matter experts from other locations in order to provide additional services or insights during customer meetings.
Benefits:
Reduce average wait time
Increase customer satisfaction
Optimize branch staff resources and real estate
No need to overstaff the branches to try to manage all types of inquiries.
Increase first visit resolution
Customers get a comprehensive response, even if the expertise they need is not available at that location.
- Create a more efficient, scalable staffing and real estate model by enabling branch visitors to connect with remote experts on video banking kiosks or in video-enabled rooms.
- Decrease wait times in busy branches by load balancing across entire branch network and leveraging centralized expert teams.
- Offer branch visitors access to all services regardless of staff present on-site.
Video-Enabled Bank Contact Center
Traditional contact center interaction channels do not allow the level of personal interaction that more complex or emotionally driven tasks require. With video banking, agents can deal much more effectively with unhappy or angry customers. They can encourage customers to go beyond the original reason they called, increasing the contact center’s ability to generate revenue.
Benefits:
Improved management of customers’ emotions
In a human interaction, body language account for 55% of the overall message.
Higher customer satisfaction
Compared to standard voice service.
More effective interactions
More cases solved in the first call.
Reduced agent churn
Greater contact center agent satisfaction as roles becomes more rewarding create employee loyalty to the organization.
- Provide interactive video support to users of banking websites, mobile banking apps, ATMs, and ITMs.
- Escalate text chat or phone-based contact center interactions into fully engaged video conversations.
- Use “see-what-I-see” video sharing, document sharing, and co-browsing to streamline troubleshooting.
Video Claims Management (Insurance Companies)
In the insurance business, the quality of the claim experience is a key driver of customer retention. The traditional claims process is costly and inconvenient, and waiting for the insurance adjuster is frustrating for the customer. Instead of sending a loss adjuster on-site, insurers can now perform video loss adjustment. Claimants can show the adjuster the damage using the camera on their smartphone or tablet. The gains in customer convenience are immeasurable and adjusters can manage more claims, more efficiently, without leaving the office.
Benefits:
Faster claim resolution
65% of insurers expect to reduce case handling time with video-enabled claims.
Increased adjuster productivity
Increased productivity from 6.5 to 11 appraisals per day at a tested agency.
Higher claimant satisfaction
71% of insurers expect to increase customer satisfaction with video-enabled claims.
Reduced claim fraud
37% of insurers expect to reduce frauds with video-enabled claims.
- Assess damages remotely through interactive video calls.
- Record and archive loss adjustment sessions.
- For more Information:
- 050-7257281
- kobish@ncr.co.il
