The changing habits of customers in how they use banking services are causing many new ideas that respond to the new consumer needs to appear. As more and more customers use services remotely, banks are developing self-service banking. One of the directions of development of virtual banking is a kind of bridge between the services provided at branches and internet banking.
What are the characteristics of virtual banking?
Virtual banking combines the best aspects of self-service in mobile channels and direct “at the window” service. This is a new channel of communication with the client. The client contacts the bank employee virtually, through video, audio and chat channels, while maintaining the direct contact option. Thus, the smartphone or tablet becomes the tool of use in client-bank communication. However, there can also be information kiosks, or multi-functionality or transaction terminals. The system typically uses the existing banking infrastructure. This is perfectly suited to the reality that surrounds us – today, we are all mobile. As a result, we have constant access to bank advisors anytime, anywhere.
Video or virtual banking?
Video banking is the use of a video communicator to contact customers. Known communication platforms or conference sets are used for this. Virtual banking, on the other hand, is much more than that. The system is plugged into a bank’s transaction environment and integrated with the systems used by the bank. A properly designed platform allows for the appropriate customization and adaptation to the needs of the bank, as well as scalability dependent on the bank’s needs.
What, then, does a bank gain by implementing virtual banking?
The bank’s client has a channel he can use to communicate with an advisor in his own pocket. Thus, the bank gains another way to reach clients with its offer. This is especially valuable in the case of VIP or disabled clients.
Operations performed in a virtual branch
The client uses the virtual connection to connect with a bank employee, and this employee assists him at every stage of the transaction. Thus, the customer is able to finalize almost every operation (e.g. the submission of a loan application). The employee in the Video Call Center has access to the client’s account data and can perform various operations for him. An Online Expert in mBank or an Online Advisor in BZ WBK can help the client fill out an application, edit data or open a savings account via video. This is thanks to the interactive screens allowing both the consultant and the client to modify the parameters of an offer, work together on an application, upload photos of signed documents or remotely authorize and authenticate (e.g. using voice biometrics). Thanks to these solutions, clients save time. They do not have to return home to get a document they forgot and then go back to the bank to finalize the operation. Instead, they can prepare documents, take photos and transfer the necessary files in a much more relaxed atmosphere.