Banks Turn to Video to Improve Customer Engagement
A new survey found that nearly 70 percent of banks prioritize video banking availability through mobile and desktop over in-branch or ATM availability.More than 80 percent of banks polled recognize that online and mobile banking channels improve customer engagement, and 93 percent of banks said they would expect increased customer satisfaction if a high-quality video banking service were put in operation. Those were the findings of a survey of 136 banking professionals from 52 countries, which was co-sponsored by Efma and video collaboration specialist Vidyo. The study found that nearly 70 percent of banks prioritize video banking availability through mobile and desktop over in-branch or ATM availability, and more than 60 percent of banks find private banking, wealth management, mortgage and loan services to be best suited for video banking settings. "Video-enabled banking combines access and convenience to an array of banking services. Video banking allows customers to bank on demand from wherever they are, whenever they please," Eran Westman, CEO of Vidyo, told eWEEK. "Additionally, video banking expands the resources available to consumers. For example, if you are interested in refinancing your home but there is no specialist at your local branch, you can connect with a specialist via video and have your questions answered or schedule a video meeting at your convenience."
Westman noted that protecting customer data and identity is a primary security concern for many businesses.