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Video Chat: How Does it Work in Financial Services?


Technology is transforming the world of financial services. With these changes come different customer demands. While technology has the power to make banking faster, more efficient, and increasingly automated, this isn’t always what clients want. They want the ease and convenience of self-service but also the personal element of old-fashioned face-to-face exchange. Banks who are able to adapt to the times are those whose services combine the best of human contact with the latest in technology.

Video chat benefits

Online video is now a familiar part of our lives. We Skype or Facetime with our friends and families. We share YouTube videos, download movies, and subscribe to online streaming services like Netflix. Video chat is now a natural way to communicate in banking, just as it is in everyday life. Offering customers the option to speak with agents face-to-face using their phone or computer, at their convenience, without travelling to the branch, greatly enhances banking customer service.

The type of video chat depends on the device where communication between advisor and customer will take place. There is video chat for computer, whether the device is a Windows or a Mac. Then there’s video chat for mobile phone applications compatible with both iOS and Android. Finally, there is the option for audio calls only, as opposed to video and audio calls.

The benefits of video chat for customers are clear: they can speak with advisors anytime, anywhere, and have the reassurance of a face-to-face conversation. But video chat also offers advantages for Customer Service advisors. Connecting in real-time with customers, providing a personalized service, greatly reduces drop-offs, therefore both improving conversion rates and accelerating the sales process.

How does Unblu video chat work?

To start a video chat session, the visitor can start an ordinary chat session with the agent, then click the video icon; or they can use the software to call directly. The software can ask the visitor for information to better prioritise requests and assign the conversation to the right agents for a quicker response. The advisor is also able to initiate the video call when required.

Video chat offers the opportunity for visual troubleshooting. Advisors, if co-browsing is activated, are able to see what customers are doing, have done, and have seen so far. The advisor can then proactively offer support and guide them through the process. This means a more efficient use of customer support time as the agent focuses on the customer’s specific issues, rather than offering generic advice.

Using Unblu’s API, you can ensure seamless functioning and connectivity between all data, applications, and different devices. This integration with internal systems means agents can deliver all the key information that is necessary for day-to-day work, which, in turn, improves the standard of customer service.

To fully optimise the customer service experience and take the conversation to the next level, there is the possibility to move between video chat and other features. There’s Universal Co-browsing, where customer and advisor can browse websites; and there’s Document Co-Browsing, where customers and advisor can share and work on documents together.

Once video chat ends, the conversation is encrypted and securely archived where the bank indicates. This encrypted video chat solution includes a full customer history, call recording, and video sessions. This makes it entirely compliant with financial regulations and means the information can be retrieved at a later date by customers in case of a claim.

Video chat and Unblu

Unblu provides the perfect video chat experience, allowing advisors to connect with customers face-to-face. Banks can provide a personalized advice as well as integration with other high-tech Unblu features.

Transform the way you interact with Unblu Conversational Banking. Book a demo through the product page and one of the Unblu team members will reach out to help.