Financial institutions invest a lot of money in attracting traffic to their online channels. Yet attracting customers isn’t the end of the story. One problem with digital banking is that customers, when encountering a problem, may just abandon the transaction and drop off. Agents need tools to be able to engage with customers at this moment and to guide them through transactions, converting these prospects into sales.
Unblu’s co-browsing solution enhances the potential of self-service by enabling agents to help struggling customers. By stepping in at the right moment and using digital tools to guide the customer, banks and insurance companies can retain these clients and increase conversions.
1. Embed Unblu
The first stage in converting prospects using co-browsing is to ensure you have embedded the Unblu application on your website so it is clearly visible and accessible to customers. Make sure it is integrated onto every page on your site.
This includes the Unblu customer interface, which is, of course, customizable in terms of look, feel, position, and size.
2. Begin onboarding
When a prospect arrives on a high-intent page - such as a bank account opening page, or any other page they usually visit before converting - you might want a bot to begin the onboarding process. At this point, before logging in, the customer could be anyone.
The customer could be a sales prospect, or simply a customer trying to log in. The bot will ask them qualifying questions to find out if they’d like to speak to a specialist or continue with a self-service experience.
The bot can ask a few other questions in order to ascertain what the customer is trying to do or what they want. This information will be passed on to the agent when the time is right.
3. Initiate a conversation
Once the prospect sends a message, it will appear as a request in the queue in the agent desk. An available agent will then pick up the request. This agent will already be aware of the prospect’s interest in opening a new bank account.
The queue is filterable so the agent can set different options. For example, filtering by the topics they are best equipped to handle, or the languages that they speak.
Access to their conversation history allows agents to see all conversations they’ve ever had, both active and non-active. This is also where the agent or admin can access audit trails too.
5. Enable co-browsing
The agent then activates embedded co-browsing in order to be able to securely assist the prospect and help them with their query. After the customer approves the co-browsing request, the agent is then able to take control of the page, if necessary, and mark and highlight various features. They can even help the customer to fill in a form. Certain features on the page will be locked or masked. This stops the agent from being able to do certain actions - such as clicking ‘next’ before the customer is ready. Similarly, private information is hidden.
The agent can also do a demo - to show how online banking works, for example - providing extra information and added reassurance to the customer that they are making the right choice.
If necessary, the agent can activate universal co-browsing. This allows them to visit any website alongside the customer. For example, they might visit a bank account comparison index with information on insurance perks.
6. Enhance the interaction
The agent then has the option to augment the conversation with other Unblu tools. For example, initiating a video call for a face-to-face conversation, accelerating the sales process by providing a more personal service. The customer can have the video as a pop-out, running alongside the co-browsing window.
Unblu's encrypted video chat solution is a secure means of communication. Geo-location restricts server-side processing to certain geographic regions. Meanwhile, full session history, call recording, and encrypted archiving, make these calls fully compliant.
7. Co-edit and sign documents
If the prospect wants to go ahead and open a bank account, for example, they will need to fill in some forms. The agent can speed up and facilitate this process by sharing the application form through the document co-browsing collaboration tool. They can then look at it together, co-editing it, ticking, marking and highlighting, before downloading it and saving it to their local computers.
In order to be compliant with financial regulations, the agent can request an e-signature and ID recognition from the client.
8. Off-boarding and feedback
Once the application form is completed, or the conversation is finished, and the prospect has been converted, the agent is able to end the conversation. The off-boarding process is delegated to the concierge bot who will ask the customer to rate their experience. This allows constant feedback on the customer experience so banks can continue to improve their service.
Delegating this part of the customer journey to a bot saves time for the agent who can get on with handling other support queries.
Customer experience and Unblu
Unblu’s co-browsing solution empowers banks to help customers at just the moment they need it most. Avoid drop-offs and increase conversions with digital tools designed to provide personalized guidance.
Learn more about how co-browsing can help you to convert prospects by booking a demo today and one of the Unblu team members will reach out to help.