Sales & Digital Onboarding (eKYC)

Totally remote aquisition and sale channel

Provide communication and tools to convert your prospects

Your prospects and existing clients want to use your services but they need an easy and seamless digital channel with the best possible sales and support experience. Having a team of remote assistants, you can offer “face-to-face” trust, which makes clients feel as if they were in the branch

ONBOARD A PROSPECTIVE CUSTOMER

A prospective Customer wants to apply for the Bank’s product, e.g. current account. Customer can be authenticated and verified remotely, and a new financial product can be issued without visiting a branch.

Key Takeways
  • Remote prospects onboarding
  • Enabling quick sale scenario
  • Lower operational costs
Key Takeways
  • Remote prospects onboarding
  • Enabling quick sale scenario
  • Lower operational costs
Video & Voice Call
Video & Voice Call
The video connection enables face-to-face interaction with the prospect, taking pictures and additionally checking the presented ID by waving it horizontally and vertically.
ID Verification
ID Verification
The ID details are digitized with Optical Character Recognition and transferred to bank application form. The system determines if the ID is authentic. Save time as it’s really quick and accurate.
Biometrics
Biometrics
During eKYC process the ID photo is compared to the one taken during the video connection. Many points on face are measured to prevent frauds and prove authenticity.
Automation
Automation
Collected data is checked in internal bank database as well as in the external one (e.g. AML/CFT systems, Restricted Documents).
Operation authorization
Operation authorization
When all data is stored and verified, the transaction can be authorized with the method available in the bank, such as text messages, biometrics, or a recorded verbal agreement.
Key Takeways
  • Increase conversion rate
  • Active assistance using presentation mode
  • Fast file exchange
  • Synergy of digital & human channels

CHECKING OUT A NEW OFFER

The Customer needs to choose the best offer of the banking product. There are many possibilities, so the Customer needs help to explain the differences and special conditions.

Key Takeways
  • Increase conversion rate
  • Active assistance using presentation mode
  • Fast file exchange
  • Synergy of digital & human channels
Video & Voice Calls
Video & Voice Calls
The video connection enables face-to-face interaction, allowing to explain presented offer and makes clients feel as if they were in the branch
Browser-based application
Browser-based application
The Customer initiates the LiveBank connection directly from banking webpage. They can also easily contact the advisor using online or mobile banking application initiate
Screen-sharing
Screen-sharing
During the online meeting the Advisor can use presentation mode and share the screen to explain differences and special conditions
Graphical Toolbox
Graphical Toolbox
Both, the Advisor and Customer can use the graphical tool to highlight key elements while presentation mode is in the usage
File exchange
File exchange
The Advisor and Customer can send files to each other, e.g. document (only files formats which are specified in system parametrization) that compare the parameters of the credit card offers

ACQUIRING A NEW BANKING PRODUCT

The Customer needs to apply for a banking product. During the process of filling in the application form the customer needs support to finish it.

Key Takeways
  • Human assistant synergy for digital channels
  • Increased conversion for product applications
  • Active assistance for complex products (i.e. mortgage)
  • X-sell and active engagement
Key Takeways
  • Human assistant synergy for digital channels
  • Increased conversion for product applications
  • Active assistance for complex products (i.e. mortgage)
  • X-sell and active engagement
Video & Voice Call
Video & Voice Call
When struggling with complex application form while applying for a personal loan, the customer can easily talk face-to-face to bank consultant without leaving a form.
Authentication
Authentication
If the customer is not logged in yet, the consultant can initiate this short process thanks to integrating with bank’s authentication methods.
Co-browsing
Co-browsing
The agent can offer to work together on the same form. When the customer agrees, they both can change values in real time on the form.
File exchange
File exchange
When the co-browsing session is done and the support delivered, both sides can exchange files, such as pdf files, to have all the necessary information exchanged during a single call.
Authorization
Authorization
When a complex form is ready, the operation can be authorized during a session, using one of the options available in the bank, such as text messages, biometrics, etc.
Key Takeways
  • Supporting end to end processes
  • Selling products totally online
  • Authorization all customer’s disposition

AUTHENTICATION AND TRANSACTION AUTHORIZATION

The unlogged Customer wants to buy a financial product and confirm transactions during the LiveBank connection. The Advisor can authenticate the Customer and share the Customer panel that allows the authorization of transactions.

Key Takeways
  • Supporting end to end processes
  • Selling products totally online
  • Authorization all customer’s disposition
Authentication
Authentication
During the call, when the customer is unlogged, the consultant can trigger authentication method available in the bank.
Operation authorization
Operation authorization
To confirm operation the agent triggers the authorization process, and the customer can enter the OTP password. Any other authorization method available in the bank can be integrated with LiveBank system.
Encryption & access authorization
Encryption & access authorization
All the communication and operations are performed with a high level of security, such as HTTPS, SSL/TLS, recording encryption, roles mechanism, etc.
Notifications
Notifications
Mobile push notification for the customer, notifying agent about connection parameters, and the possibility of scheduling a time for a virtual meeting. These are just a few of notification examples.
Integration
Integration
LiveBank virtual branch can be easily integrated with the bank’s authorization service. Check out the features section to learn more.

Discover the power of efficient services
in other business areas

Change image of remote customer experience and create complete and superb customer journey. Discover other LiveBank solutions that improve everyday customer-bank interaction.

Any questions?

Need quick hints? Feel free to contact us

Piotr Skrabski
Piotr Skrabski
General Manager +48 518 667 591
Ailleron Company

Życzkowskiego 20 Street

Building Avia, 1st floor

31-864 Cracow

Did you know?

A virtual branch will work perfectly wherever efficient service is crucial

Insurance
companies
Financial
consulting
Investment
found
Leasing
companies
Brockerage
house