Linqto’s Personal Banker

It's time to take banking personally!

Put a banker in your pocket with Linqto’s new patent pending Personal Banker.

Making banking personal again!

Local and regional banks are losing customers:
In today’s fast-paced world, both small and large financial institutions must offer time-conscious customers access to remote mobile and online banking services. But as they do so, banks train customers out of needing to enter local branches. The result… community banks lose a vital competitve edge over their bigger rivals: personalized, human interaction with familiar faces.

Remote banking erodes the customer relationships smaller financial institutions depend on. Trust is built between people, not pixels. And clients that become accustomed to banking without bankers will see fewer differences between big banks and small ones, turning customer focus towards the lower prices Big Banks’ are more capable of offering.

The solution:
Linqto’s Personal Banker aims to make banking personal again, by making remote banking tools more personal. While banking online or from a mobile device, Linqto’s Personal Banker enables direct video, audio and text communication between bank employees and customers. Customers can now get the face-to-face, personalized assistance they prefer with the convenience of online or mobile banking.

  • Connects customers with the agents from their local branch!
  • Same convenience of remote banking!
  • And yes, it builds strong PERSONAL ties between customers and their bankers!

How does it work?

Your Customer’s perspective

  • Your customer logs into the online or mobile banking application.
  • The Linqto Personal Banker technology is embedded within the bank’s website or mobile application, meaning there is nothing more required by the end user.
  • The bank simply provides a link. A customer can request the assistance of a virtual teller by simply clicking the “My Teller” link from the navigation pane.

If a banking representative is not immediately available, there is the option to virtually “wait in line”. A friendly Notice feature will show:

  • How many people are in line
  • Your current position in line
  • The approximate wait time
  • The ability to cancel/step out of the waiting line
A teller from any branch can assist you so wait time is minimal.

A teller from any branch can assist you so wait time is minimal.

If a teller is immediately available or when one becomes available, they would appear smiling in the widget inside the page. Your customer will also be able to access the teller from within their banking application on any mobile device, phone or tablet.

The Banker‘s perspective

In order to complete the experience, on the financial institutions’ side, a separate application will be used in conjunction with the existing banking software. Linqto has developed a special desktop application for Windows, MAC and Linux O/S.

The Linqto application would be installed by the bank’s IT department on all bankers’ computers and would be available for use by:

  • Tellers
  • Loan officers
  • Any other key customer-facing banking agents

The advantages are:

  • Tellers may take calls from the virtual queue when not assisting customers who are physically present at the bank. In other words: downtime optimization.
  • Tellers from all branches could assist online customers from the queue during peak times creating shorter wait times.

While the banker assists other customers, a minimized view of the Linqto application will appear on the bank agent’s computer above their existing banking application. The teller can constantly monitor the existing queue of online customers. At any time, the teller can maximize the view to full screen and engage with online customers from the queue.

The Personal Banker flow is identical to an in-person visit to a local branch:

  • The teller is the first point of contact with the customers
  • The banker and the customer engage in a real-time conversation
  • The teller speaks directly to each customer and assists them with their individual transactions
  •  The banker can access user’s accounts from their existing banking applications similar to the way they would when the clients are physically visiting the branch.

The virtual queue is the next generation of queuing

The virtual queue would contain the waiting customer’s name and specific metadata about the customer, such as:

  • Bank balances
  • Customer’s Current Location (from mobile device)
  • Customer’s home branch location
  • Personal information
  • A record showing previous Linqto calls from this customer which were handled by this particular agent and when, along with notes

This enables the banker to replace a generic greeting with a customized one, straight from the beginning of the video call. An add on to the system can allow agents to make notes about customer preferences, and show those notes to the teller handling the call. This allows for further personalization. A powerful way to develop customer loyalty occurs when a human teller remembers and acts on a customer’s preferences. We all know computers can store information. But when people notice and recall the same preferences, it builds trust and demonstrates care for the customer in a way that a computer simply cannot convey.

Personal Cross-selling

If a customer inquires about other banking products or services, the teller can make an instant transfer to another banking representative (a loan officer or a branch manager).

  • Facilitates other typical business activities for which a customer might physically visit a branch, but might often forgo/ignore when using a remote banking service
  • Boosts bank profitability by enabling cross-selling and up-selling of banking services

Get the best of both remote banking and brick and mortar visits. Linqto’s Personal Banker keeps the convenience of digital banking that was pioneered by big banks, while bringing back the personal trust and relationship-building benefits of the small banks.

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