While discussions about customer engagement and customer-centric business process management are common, and the prevailing trends seldom surprise professionals, it is still interesting to see just how many banking professionals see video banking in their near future plans – as high as 93 percent of participants per a recent research done by EFMA and Vidyo, a leading video infrastructure provider.
EFMA's research states that "video banking is perceived as a way to enhance the customer experience when compared to more traditional banking channels", and that "Video banking also enables new and valuable engagement opportunities, such as the ability to include people who would not be able to attend in-person meetings, like remote subject matter experts or customer family members".
Healthcare is a field in which video interactions are also going mainstream. In a post by the American Telemedicine Association, published in MedCityNews.com, the authors say usage is growing more than 25% per year with tens of millions of healthcare related interactions, and legislators are moving forward rapidly to allow telehealth usage and insurance coverage to catch up with advancements in technology that enable real-time, high-definition video interaction.
Enabling video interactions improves customer experience; video interactions engage customers and provide them with the option of getting faster service with less hassle, for example e-visits to clinics in remote locations.
Yet it is also important to keep the customer journey flowing in all channels, especially in the hand off between them.
This is exactly why Q-Flow embeds video interactions in a streamlined omni-channel customer journey and makes sure the customer experience is optimized and consistent across channels – it's because we know a truly satisfying customer experience requires all digital and physical touchpoints to be equally good.