Visual engagement is the ability for your employees to see, show, share, and collaborate with digitally connected customers. Your bankers and service reps can see the customer’s screen, help them get “un-stuck” and guide them through complex digital transactions. Your bankers and advisors can use visual engagement to present proposals to customers within the app, growing the bank’s strategic value to the customer, increasing loyalty, and stimulating transactions that lead to portfolio growth.
Visual engagement is enabled by a suite of technologies that include screen sharing, cobrowse, mobile app sharing, and agent video. You can integrate visual engagement into your existing app, website, and chat. For fast, frictionless, and secure initiation of sharing sessions, bankers and service reps can launch visual engagement with a single mouse-click from within your customer relationship management (CRM) system or agent desktop.
For a 360-degree view of your customers and to track the impact of visual engagement on common business KPIs (customer revenue, call center efficiency, agent performance, etc.) visual engagement sessions can be automatically logged in the customer record.
There are many benefits to adding visual engagement to your digital banking app:
- Increased customer satisfaction
- Reduction in Average Handle Time (AHT)
- Improvement in first call resolution time
- Improved app ratings
- Larger and higher volume of app-based transactions
- Higher customer loyalty
- Increased portfolio and asset value
- Improved lifetime customer value
To learn more about the benefits of visual engagement, download “Do or Die Digital Banking: Why your digital banking app must create a great customer experience.”
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