Events like Finovate (NYC, September 11-14) bring attention to how important visual engagement tools – like cobrowse, screen share, and one-way video – have become to boosting customer satisfaction across financial institutions. That makes choosing the right cobrowse solution critically important. Cobrowse security and privacy features must be strong for the financial industry to invest in the solution.
When customers of financial companies such as banking institutions, insurance providers, and wealth management organizations, go online, they often encounter a special set of obstacles. They may need to find and fill out specialized forms online and complete long, relatively complex multi-step processes. They know that their money – or the future of their finances – is on the line. Stress and frustration can result if they can’t find the right information or complete the tasks they need to do.
Even worse, they might have security concerns. That’s why it’s important to address those concerns upfront.
Self-service meets personalized assistance
Visual engagement provides the means for the perfect hybrid of self-service and personalized assistance. It revolutionizes customer satisfaction and empowerment in finance settings. Agents and customers are instantly placed on the same page to collaborate as naturally, as if they were sitting next to each other.
But for this partnership to work, visual engagement software must provide privacy and security to the customer, so they are never concerned about sharing screens with their financial institution. Maintaining the confidentiality, integrity, availability, and protection of sensitive data is critical. A robust visual engagement solution creates an atmosphere of trust and cooperation with multiple cobrowse security and privacy features.
Must-have cobrowse security and privacy features for the financial industry
Here are the visual engagement must-have security and privacy features for the financial industry:
- NEVER use a visual engagement solution that will capture, transfer, or store personally identifiable information (PII).
- Use permissioned-based access, SSL-encryption, and security masking to protect sensitive data.
- Do not use proxy services of any kind, including servers or third-party URLs.
- Do not use cookie sharing or cookie session information.
- Maintain Payment Card Industry Data Security Standard (PCI DSS Level 1) compliance, verified by trusted third-party authorized auditors.
- Make data centers fully compliant with the SSAE 16 SOC Type 2 reporting requirements (as defined by the American Institute of Certified Public Accountants).
- Do not require downloads software, plug-ins, or onsite installs; do not use Java, Flash, or WebRTC.
- Mask private information (PII) such as social security numbers or passwords.
- Encrypt data (session content) when in motion and never store data (data never at rest).
- Leverage SAML/SSO and Active Directory.
These capabilities for online-facing financial teams should be put in place to minimize cyber attack surfaces and ensure robust security for every customer. With serious cobrowse security and privacy features like these, customers can feel comfortable working effortlessly with their financial institutions, even when conversations are based around confidential information.
Yes, there’s a lot to know; so knowing Glance helps a lot!
Glance takes care of all the “difficult details” of ensuring cobrowse privacy and security. That’s why you can feel confident that our visual engagement tools will transform customer experience for your financial company, resulting in better customer relationships all around.
In addition, agent productivity skyrockets when you add a collaborative visual component to online customer service interactions. Online financial customer service teams consider cobrowsing and screen sharing to be “knowledge transfer power tools” for guiding, teaching, and empowering customers. What’s more, empowered customers are satisfied customers.
That’s why it’s time for financial institutions that want to gain an edge on the competition to invest in Glance visual engagement solutions today.
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About Glance Networks
Glance helps enterprise organizations create the ultimate customer experience with smart, omni-channel visual engagement solutions based around integrated cobrowse, screen share, and one-way agent video. We are one of the world’s simplest, most reliable and secure platforms that enable companies to see, show and share anything online, creating a frictionless path to great experiences in sales, support and customer service. The result is improved customer satisfaction and loyalty, increased revenue growth and operational savings. From financial services and healthcare to retail and travel and leisure, even the most advanced technology and SaaS organizations – we transform the customer experience for today’s business.