If there’s anything 2020 has taught us, it’s that customer engagement goes a long way when you add a personal touch to it. Be it a phone call, visiting a potential client’s office, or engaging with them over video, a personal discussion is what everyone looks forward to while doing business.
Right before the pandemic hit, most companies and employees chose an offline personal discussion, especially lenders and banks who needed to assess the creditworthiness of the borrower. Come 2021, everyone now chooses a video personal discussion, to ensure the same business is done online, just as smoothly as it was in the offline era.
Who needs a video personal discussion?
Most often it is lenders and financial institutions that choose to have a video personal discussion with their potential customers. Here’s why:
- It gives them access to business worthiness
- Helps assess borrower’s income and creditworthiness
- Gives clarity as to where loan funds will be utilised
- Helps track existing loans and obligations
Moreover, with the surge in digital business over the past year, organisations have harnessed the potential of technology and tools like never before. Most video tools today are AI-powered and offer plenty of features that include AI Facematch, low bandwidth video, omnichannel borrower experience, video call recording, instant customer metrics, and video encryption, too, for maximum security. Here’s how a video personal discussion can benefit your business:
Eliminate geographical barriers: With agents not having to visit customers personally, your organisation can consider widening horizons and reaching out to more customers far and wide, over video. All document authentication can be done while away. This works well not only for agents, but for customers too, because they don’t need to make any more trips to the bank/ institution for manual verification.
Meet your targets faster: Video, as an alternative to offline personal discussions, proves to be a game changer because it is equally, (or more) efficient at getting the job done. When done faster, it boosts sales and helps you cover more targets, while maintaining complete security, as well. This doesn’t just improve targets, but the overall customer experience too.
Personalised experience: As much as chatting online or over the phone can be an effective means of communication, it does have its limitations that a video discussion can rule out. To begin with, a video PD allows you to understand the customer’s body language and make the process more comfortable by adapting to their non-verbal cues. You can guide them step-by-step through the whole process and resolve their queries, which they might otherwise hesitate to ask over a phone call.
Reduces operational cost: All this while you couldn’t send agents to customers’ homes and now, you might never need to because of video interaction that has made life easier for everyone. The time spent by agents in visiting customers can now be optimised and limited to quick onboarding and lending.
What we are trying to say is, video PD is the next big thing, and the next is now! Most organisations and institutions have already begun integrating customer video interactions in their day-to-day business processes. How about yours?