Bringing Human Touch to Online Banking
Last week, CNBC aired a short piece featuring Ofer Shapiro, CEO of Vidyo, who described how video enhances online banking. Vidyo technology can be added into any application to deliver live video over the Internet. Shapiro talked about how well online banking has been adopted, but at the cost of the human touch.
This problem is not unique to banking. As companies move their interactions online—including customer support—they need to consider how to maintain customer relationship and loyalty.
One way is by making it easy for customers to request assistance from within their mobile app. Shapiro gave the example of a bank that lets its customers click one button to initiate a secure video call with the contact center. The app takes care of all authentication automatically, and ensures that customers get help when they need it.
Other companies using Vidyo for lightweight secure video include Airbnb, Philips, Sears, Google, Rubbermaid, U.S. Army, Gap, NASA, and Akamai.
Technologies like Vidyo are a great addition to contact center solutions. They provide a valuable option for bridging from self-service to assisted service. Altivon partners with Vidyo to bring this video integration option to our customers.