When communicating with their bank, customers want to be able to choose and switch between digital and physical channels depending on their preference at that particular moment. In fact, more than half of respondents in an Accenture survey expressed a desire for a true omnichannel banking experience that would give them this kind of flexibility.
By offering co-browsing as part of your customer service communication channels, you can build a more meaningful and productive relationship with customers, getting to know them as you guide them through important financial decisions. You can also improve the efficiency of the exchange, increasing conversion rates and boosting loan application sales per advisor.
1. Inbound call
When applying for a loan, traditionally a customer would need to make a phone call to their bank to solicit information about the bank’s different loan products. They would then need to listen to the agent’s sales speech and most likely make a trip to the branch at some point.
Listening to all this information from the end of a phone line is not particularly engaging for the customer, who is likely to drift off and miss important information.
Nor is it a particularly streamlined or efficient way to begin the loan application process. A long period of time could elapse between the initial conversation and the point when the customer finally comes into the branch to continue the application.
2. Elevating the conversation
Instead, after initiating a conversation with an advisor with access to the Unblu platform, the customer is provided with a PIN code. This code enables embedded co-browsing and allows the customer and advisor to connect within a co-browsing session.
Or, in the case of the bank BNP Paribas, the PIN code link is displayed in their homepage footer. This PIN code is an identifier that can be used to match a customer with an advisor.
Customer and advisor can then join a co-browsing session together to continue the conversation with the added help of a visual context.
3. Providing remote advice
With embedded co-browsing now activated, the advisor is able to see exactly what the customer sees in their browser. This visual context puts advisor and customer on the same page—literally. This makes the conversation far more productive and efficient.
The advisor can use the mark and highlight tool to point out relevant information on their screen as they guide the customer through the decision-making process, showing rather than telling them different details.
Customer and advisor can even use a loan simulator together to help understand how different deals would work and better understand the application process. This makes the conversation even more personalized and specific.
4. Multiple interactions, one seamless journey
This onboarding process may require more than one interaction. The customer will likely want to sleep on it before making any decisions. In fact, this process could stretch over several days and weeks as the customer gathers more information and thinks about what they need and want.
Every new interaction builds on the previous one. A new advisor will have access to the conversation history so they can start up where they left off before.
This journey may also make use of different digital tools as part of an omnichannel customer journey. For example, for their next conversation, a customer might want to use video call for greater reassurance or they might want to ask a few simple questions via secure text messaging.
5. Secure collaboration with history
During the co-browsing session any sensitive information will be shielded from view using field masking, ensuring that the process remains safe and secure.
Once the customer has made the decision to buy a particular loan product, an advisor can share the application form through the document co-browsing collaboration tool. Using this tool, advisor and customer can co-edit the form together.
6. Digital signature
To finalize the application and ensure it’s compliant with all financial regulations, the advisor can request the prospect for e-signature and ID recognition.
E-signature software such as DocuSign can be integrated into the customer journey in a simple and streamlined way with no need for them to download anything.
This allows the agreement to be concluded online. There’s no requirement for the customer to come into the branch to complete the process, which is convenient for both them and the bank.
Co-browsing & Unblu
Unblu’s co-browsing solution elevates the customer journey, creating opportunities for more flexible and meaningful interactions. Learn more by booking a demo today.