Video banking is not the latest trend in the Polish banking sector. Some banks have already offered it: e.g., ING Bank Śląski, Raiffeisen Polbank, Alior Bank, or Idea Bank. However, it’s mBank, whose number of video calls constantly increases, simplifying e-banking. mBank’s system is the most innovative on the market, not just in Poland. The service is available 24/7, also for those that are not mBank’s customers but are interested in its offer.
Clients are more and more interested in more advanced investment products or credit possibilities while contacting the consultant nowadays. Furthermore, in mBank’s case, affluent customers using Premium Offer can connect with an online expert specifically assigned to them.
Using video and audio conversations does not require any additional software to be installed. All that is needed is a computer equipped with a camera, a microphone, loudspeakers, or headphones, and Microsoft Silverlight, the plugin to the browser.
The main advantage of this system, especially when compared to a telephone conversation, is that multimedia content may be presented directly on the client's screen. Consequently, a consultant will be able to share his screen with a client, presenting details of the bank's offer and displaying documents, forms, and applications that might be collectively fulfilled during the conversation. In 28% of mBank’s video connections, an expert presents multimedia materials on the screen.
“It is possible to transmit the client's camera image during the video conversation so that both sides could see each other. We desired to give our clients the opportunity of having eye contact with an advisor and working on a document without the need to send it to a bank unit. It does not only simplify the connection but also inspires trust in the consultant,” says Łukasz Wiktor, mBank’s Customer Service Director.
Virtual conversations may also take the form of text chat during which a Bank's employee can pass the information and links about the offer and on products and services held by a client (e.g., account balance). It is an easier way for visualizers.
Since mBank launched video banking in 2013, the number of virtual conversations tripled, and now there are over 60 thousand calls per month (2 thousand a day)! To sum up, 360 thousand people have contacted mBank’s experts online (over one million virtual calls), making 15% of all the interactions with the bank.
It is worth noting that the callers rated 91% of these connections as competent, 94% as friendly, 88% as useful, and 83% of the problems were solved after that service.
Forrester Research, a global research & advisory firm, presents annual reports about banks’ services to find the most innovative solutions. In 2014 mBank took first place in the category of online banking in Europe. Experts appreciated how easy it is to obtain the support of a bank consultant in transactional service, especially using video banking.
The future of banking is thus online. The customers are not visiting traditional units anymore. They constantly hurry up, so the best solution is to take care of every bank operation via digital or mobile platforms. If they encounter any problems – the quickest and easiest way to solve them is video/audio banking or chat.
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