Video Customer Chat Drives Loyalty

Real users discuss the major impact of video-enabled omnichannel customer contact. For example, one bank saw a 60% uplift in mortgage sales after launching its video banking solution.

Automatic Transcript:

in this marketplace retail banking
marketplace there’s huge competition and
customer experience of the principal
driver of a customer loyalty
organizations are really trying to work
out how to deliver their service as
efficiently and effectively as possible
there’s a huge rush from that I can
share because it has to be a scale play
to be profitable and video banking is
the key enabler of that the banks are
largely using video banking as a new
channel or actually reaching out
engaging in selling to its customer base
we see a lot of demand for enhancing the
contact center experience at the
multi-channel omni-channel experience
and incorporating video solutions as
part of the portfolio and there’s a real
desire to put as much activity to a
digital channel as possible using the
branch channel for specific activities
so the benefits of video banking are
multi-dimensional and probably wider
than people originally expect and they
embarked on a video banking solution and
there’s clearly the operational benefits
of being able to utilize your advisers
far more productively and historically
there’s a revenue increase and I mean
it’s a number lievable statistic but one
of our clients have achieved a 60
percent revenue us up at 6 0 % uplift on
its mortgage sales for the year channel
we have about 65 percent of for
investing rates and it’s a biggest
number in the device of them conversion
to other channels this video is very
much a leader in the marketplace and
from our point of view
it offers what our customers want in
terms of the quality of the experience
the end user experience and also the
flexibility to work across a range of
technology vendors for us it’s very
important that we deliver outstanding
customer
experience on each and every channel
with video the omni-channel experience
we provide to our customers even more
extended with video as a provider for
our video channel and we can simply
switch from existing interaction
channels such as chess to a video
enabled interaction if we want to make
the whole conversation more personal
more physical more touchable the
customer experience has actually been
feminism’s better than the equivalent
face-to-face predominately driven by the
status of convenience of the customer
rather than the convenience of the bank
we’ve seen a couple of reports from our
customers they are saying that their Net
Promoter scores are going up the
promoter score is about 87% in that
channel is the best number in the whole
challenge in right places above that
compliance love exclusion of that
evidence nor the trail of that
interaction sales process with video we
enable video in a very high quality and
in a very customizable way that boosts
us to to another dimension of customer
experience management for us it’s a huge
step forward and we believe that we
truly can switch and change the way
customer experience works today