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Live video assistance: Next-generation customer experience for financial services

According to the Capgemini 2014 World Insurance Report, customers who have a positive experience with their bank or insurer are nearly twice as likely to refer friends to their provider, and are also more likely to buy additional financial services.

Companies in the finance industry thrive by creating positive relationships with customers through great service. The familiarity and sense of community that comes from a one-to-one interaction at the local branch breeds customer loyalty and satisfaction. But how do you maintain these personal relationships in a digital world where clients connect with you through multiple channels including web, mobile, ATM and social networks?

With live video assistance you can now provide the same face-to-face personal service online that your customers are used to receiving in person. With these interactive tools that include unified voice, video, text and co-browsing, financial services companies can greet a customer, recommend products and services, answer questions and help the consumer complete a purchase or application.

This personalized omni-channel service provides next generation customer experience to help you:

  • Increase customer retention and loyalty.
  • Increase first call resolution and decrease call times within the contact center to improve the customer experience.
  • Drive increases in new customer acquisition conversion rates.
  • Uncover additional customer needs to drive cross-sell and up-sell opportunities.

For more information on live video assistance in the financial services industry, view our latest datasheet, Live Video Assistance for Financial Services.  

 

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