Priya Iyer, CEO
Digitization and mobile banking continue to increase. Financial institutions are being confronted with customers focusing on ease of use and access first, causing the traditional branch-based model to become rapidly outdated. While internet and mobile banking creates efficiency on both sides, a real concern for financial institutions is the loss of relationship with the customer. The adoption of online banking has fundamentally shifted customer interactions with financial institutions to be much more transactional. Financial institutions, from banks, broker dealers, asset management, and insurance companies, will have to take this into account when building strategic plans for their future.
To win customer loyalty today and in the future, innovative financial institutions are using live engagement solutions to meet their customers’ online. They do this by chatting and co-browsing with customers, bringing the in-branch experience online and providing a more personal touch in the process. The ability to ask for help during an internet banking session or scheduling an online video appointment with their retail branch manager, brings back the strong relationship that branches enabled.
“A financial institution’s online property is in fact their largest branch,” says Priya Iyer CEO of Vee24. But the 9 am to 5 pm, Monday through Friday branch hours won’t work for customers online. Customers expect your “Online Branch” to be open and staffed 24/7. Artificial Intelligence (AI) and deep learning technologies play a vital role in providing relevant assistance and information 24/7.
Vee24, a live customer engagement platform provider, takes a multi-pronged approach to help financial institutions serve their customers any time and on any engagement channel. By leveraging AI and deep learning capabilities, Vee24 offers omnichannel engagement modules that integrate with NudgeBOTs to initiate conversations with customers and transition seamlessly between your virtual and human agents. Vee24’s Customer Assist BOTs can handle heavy chat traffic by quickly and efficiently answering customer questions, co-browsing, and setting appointments with financial specialist, or hot transferring to a customer service rep.
We bring the in-branch experience to online banking through live engagement, transforming the way financial institutions think about retail branches
Once engaged with a financial advisor, Vee24’s highly secure and flexible web-based platform, allows agents to navigate the customer to any desired webpage or share offline tools and content with its screen share and co-browse features while simultaneously engaging them through text, voice, or video chat. During the collaboration, the agent can identify the customer, co-form fill, securely transfer documents or even get electronic signatures to open an account or complete a loan or mortgage transaction. “We bring the in-branch experience to online banking through live engagement, transforming the way banks think about retail branches,” says Iyer. “Banks no longer have to put brick and mortar branches in every neighborhood to reach their customers - they can provide banking expertise anywhere, anytime.”
Vee24 integrates with CRM and telephony systems making it a seamless experience for customers and enterprise agents to provide the right level of service to the new breed of 24/7 internet and mobile customers. With increased pressure for financial institutions to acquire new customers and provide great customer support, live engagement offers great return on investment and realizes the vision of the Online Branch of the future.