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.
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.
If a banking representative is not immediately available, there is the option to virtually “wait in line”. A friendly Notice feature will show:
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.
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:
The advantages are:
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 virtual queue would contain the waiting customer’s name and specific metadata about the customer, such as:
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.
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).