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Digital Banking - Industry Trends for Customer Service

Consumers’ attitude and benefits of digital banking
Importance of real-time customer interaction in digital banking
Video Banking goes Prime Time
The opportunity for video-enabled interaction to transform retail banking

Digital Banking - Industry Trends for Customer Service

  1. 1. Digital Banking Ricreare online l'esperienza della filiale: la nuova sfida del Customer Service
  2. 2. Agenda • Introduction • Industry Trends and Observations • Digital banking • Consumers’ attitude and benefits of digital banking • Importance of real-time customer interaction in digital banking • Video Banking goes Prime Time • Live demo • Use cases
  3. 3. The World is going Multichannel Online experience, web and mobile, is now part of everybody daily life… ! • 64% expect to receive real-time assistance regardless of the customer service channel they use • 78% say a company’s reputation for customer service is important to them when choosing to buy from a particular brand • 75% of respondents would return to a company with excellent service and 56% would recommend it to family and friends • 51% of shoppers research online before buying in store ! …dramatically changing how consumers engage and interact with brands
  4. 4. Digital consumption ! Total digital consumption has nearly doubled in the past three years, led by massive growth in smartphone engagement. 0 250 500 750 1000 December 2010 December 2013 Desktop Smartphone Tablet +99%
  5. 5. Top Trends For Customer Service • Mobile apps set to bypass traditional IVR • Customers Expect Proactive - RealTime Support • 2014 will see mobile apps combine with services such as call-back and web chat to make engagement even easier for customers • By 2020, smartphones and tablets will account for more than 75 percent of global online commercial transactions and more than 50 percent of spend. Forrester's Top Trends For Customer Service In 2014
 Aberdeen’s Looking Ahead: Will 2014 be the Year of Customer-Driven Contact Centers?
  6. 6. 4 aspects worth considering for a robust digital offering in the banking space
  7. 7. Single channel preference is declining as consumers engage through more channels with their financial institutions more frequently,through more channels. Consumers are utilizing online, mobile, tablet in increasingly different ways. Understanding how these digital channels fit into a consumer’s life is key to developing a successful digital channels strategy.
  8. 8. Global Distribution of Sales Volume by Channels Source: Capgemini Analysis, 2011; Capgemini Bank Executive Survey
  9. 9. Nowadays more than half of customers’ interactions on average took place through online or mobile channels, ranging from 75% in Norway to 38% in Mexico By 2017, an estimated one billion people will use mobile banking, and it has already become a way of life for many of us.
  10. 10. Key Factors Influencing Banks’ Investments in the Online Channel Banks will have to focus on enhancing their web-based offerings by focusing on leveraging user data for improving their cross-sell efforts, integrating online channels for enhanced web experience, and making their online presence more sophisticated.
  11. 11. Global Online and Mobile Banking Usage Statistics Source: Capgemini Analysis, 2012; 2012 Retail Banking Voice of the Customer Survey, Capgemini; and World Retail Banking Report 2012
  12. 12. On average more than 50% of digital consumers are accessing financial services on a mobile device in a month. 0 25 50 75 100 BusinessFinance Newsreaserch PersonalFinance Banking FinancialInformation Taxes Trading 111220 31 23 30 41 23 26 28 2648 27 18 6661 52 43 29 4341 Desktop Mobile Both
  13. 13. Top 8 reasons to implement RealTime Customer Service
  14. 14. “Having their questions answered by a live agent is one of the most important features on a website”
 (Forrester Research, Inc.)
  15. 15. A FULLY INTEGRATED CLOUD-BASED SERVICE FOR MANAGING REALTIME INTERACTION CHANNELS chat voice videoco-browsingclick2call
  16. 16. Chat - PSTN - WebRTC Real Time Analytics Collaboration Tools Easy/deep integration with CRM eCommerce platforms 3rd party CTI platforms OPEN API - FRAMEWORK FULLY INTEGRATED MULTIMEDIA COMMUNICATION SUITE Easy yet powerful High # of concurrent services A/B testing CUSTOMER OPERATIONS'
 SCALABILITY Queue Management & Routing Reporting & Staffing SERVICE CREATION ENVIRONMENT Easy App integration Push notifications Rich yet optimized user experience MOBILE Enterprise class technology Live in 5 minutes
  17. 17. Cobrowsing • HTML5 • No proxy, no session sharing • P2P over WebRTC • Remote pointer • Remote highlight
  18. 18. Widgets • Fully customizable • Multi domain • Pop-out • Media upgrade/downgrade
  19. 19. Service Foundry ! • Multiple foundries: • HTML5 (desktop) • HTML5 (mobile) • iOS • Android • Wizard mode for HTML • Advanced proactivity rules
  20. 20. Video Banking ready for Prime-time
  21. 21. Video Banking: The Opportunity “As mobile banking adoption accelerates, banks will need to work harder to develop non-intrusive sales techniques through this channel or risk losing cross-sales opportunities as customers shift much of their online and in-person banking to mobile.” David Hodgkinson, principal advisor for KPMG in the U.K ! ! “Banks will start to offer video-based services for higher value, complex sales such as mortgages and investment products” David M. Brear from Infosys and Accenture
  22. 22. Role of Video in Transforming Retail Banking 53 percent of U.S. Generation Y consumers use desktop video to communicate with friends and family, and 41 percent use mobile video. ! Video is also popular among the over-50 group, with 28 percent using video to interact with others. ! 44 percent of U.S. private-banking clients said they were “interested” or “very interested” in using high-definition video to meet with multiple experts located elsewhere, with a similar proportion stating that they would be ready to move investments to a firm that offered this service. ! 31 percent of Europeans said they would be “interested” or “very interested” in using video technology at home to meet with financial advisers. ! This group said they want more frequent interaction with their advisers—38 percent under 50 said they want to interact weekly or more. ! source: Cisco April 2011
  23. 23. Use Cases Remote Adviser ! Remote Private Banking ! Remote Concierge ! Remote Business-to-Business Meetings
  24. 24. 75% of Kindle Fire HDX customer questions now come via the Mayday Button Amazon Mayday
  25. 25. Mayday for the rest of us! Vivocha Video SDK
  26. 26. LIVE DEMO https://help-viv.selfservicedemo.com
  27. 27. THANK YOU gferranti@vivocha.com
 +393356500035 ! www.vivocha.com @vivocha

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