Video Chat

A: Video chat is best utilized when a customer has a complex need that benefits from a face-to-face interaction, but eliminates the need for them to visit an in-branch location. Ideal use cases include account openings, financial advice, fraud experience, loan applications, and high-value transactions. A seamless transition to a video call for these, or any other high-value interactions, can give all the benefits of in-person customer support with the convenience of at-home service.

A: A growing number of customers are seeking out robust at-home service options, driving a desire for video chat banking and other similar functionalities. The American Bankers Association reports that 71% of consumers are banking primarily on mobile or their computers, leaving a gap for face-to-face communication. Video chat is also useful for those who cannot get to their local branch easily but still want to communicate directly with a support representative, such as those with disabilities or who live far away from their closest branch.

A: With Glia, video chat is part of a holistic Unified Interaction Management platform, making it an interconnected part of our ChannelLess^® architecture. Users can seamlessly switch between video chat and other communication channels such as live chat, voice, an AI chatbot, SMS, and more. Representatives can also access tools such as Live Observation and CoBrowsing to enhance an interaction during video chat.

A: To set up your service reps for success with video chat banking, you’ll just need to make sure they have high-quality cameras and headsets to ensure clear communication. Employees can take video chat requests from anywhere, from an in-person branch location to a home office, or anywhere else they can set up a computer.