Selling a mortgage, pension or life insurance can be a complex business.
Unlike retail, for example, it’s often impossible to provide customers with a quick and easy online way to browse, choose and buy.
In financial services, face-to-face human interaction remains key - opportunities to explain a product in detail, discuss the options in full, and build trust with a customer still as important in the modern world as they always have been.
However, digitization is playing a transformational role in the way the sector’s myriad businesses go to market: connecting them via video with potential new clients in creative ways; simplifying online the ways in which both parties meaningfully interact; and ultimately, automating the purchasing process in ways which save time, drive efficiencies and deliver stellar service.
There’s a platform-as-a-service for that, of course.
However, as is so often the case, the cleverness of the front-end smarts depends wholly on the power of the back-end engine.
For end user organizations and system integrators alike, choosing a provider partner well can be money in the bank.
“Many banking, insurance and financial services organizations are looking at how to improve their workflows using videoconferencing and visual communications – it’s about making themselves hyper-accessible to their customers,” says Arne Bassez, Vice President of Business Management at global video communications provider Pexip, whose Pexip Engage platform is helping those businesses cash-in.
“It’s about making sure that a potential new customer can schedule a meeting with the right advisor in a matter of seconds; have the best possible meeting experience; and drive insights to make better data-driven decisions. That’s the way for those organizations to become more customer-orientated and more commercially successful.”
Needs must, too, as four trends are conspiring to force the financial services sector - banks in particular - to find ways to digitize.
Reduced footfall and the continuing demise of the traditional town centre is forcing banks to shrink their physical branch networks; increasingly sophisticated products such as investments and insurance require increased agent specialization; more and more customers crave self-service processes; and, in general, banks experience fewer new customer ‘walk-ins’.
Cue: Pexip Engage – a fully-customizable, ‘all-in-one-place’ engagement platform that is helping them respond.
To do this, you’ll need product explainers, personalised financial profiles, key associated data, customer testimonials, user-specific preferences, appointment scheduling, next-step guides, appointment reminders, and private messaging – all delivered via an impactful mix of written word, still imagery, audio and video.
Within 10 seconds of logging-on and liking what they see, users are able to book an appointment – via video or in-person – with an appropriate specialist.
