Bank Case Study

The Future of Banking

Top 5 U.S. bank delights customers by bringing the human touch to their digital experience

Glance Cobrowse helps banking customers complete online transactions including opening accounts, depositing checks, and more.

Bankers and service reps in the call center are able to instantly launch Glance Cobrowse sessions to join the customer in the browser, see the web page, and guide customer navigation.

Market

Banking

Facts

Personal & commercial banking + wealth management

70,000 employees

$495 billion in assets

Increased Customer Satisfaction

Increased Net Promoter Scores

Increased Customer Retention

 Constant Contact Case Study

Taking the in-branch experience digital

Amid the COVID-19 pandemic shutdown in 2020, safe social distancing measures meant moving the bank’s in-branch experience to the digital environment for both bankers and customers. Loan officers and tellers had to transition their interactions from in-person to online.

The need for innovation became the “Aha” moment for the leaders in the bank’s Omnichannel and Online Strategy departments. They quickly decided to empower their in-branch tellers and business banking teams with visual engagement tools such as cobrowse and screen share.

With one simple click of a button, business banking team members were able to join customers in the online application and help small businesses file for Payroll Protection Program (PPP) government loans. Glance Agent Video was added to the mix. Agent video lets the customer see a live video stream of the bank staff member who is helping them with their digital transaction.

From Challenge to Opportunity

By creating an omnichannel approach to their online banking experience, this leader in banking was able to retain current customers and focus on the growth of new customers.

Their high-touch “do it with me” approach with cobrowse and screen share has helped bank staff to provide real-time assistance to retail customers and small businesses who are struggling to navigate through the app. Glance’s visual engagement tools were a part of their PPP strategy which provided over seven billion dollars in loans.

Do or Die Digital Banking

White Paper: Do or Die Digital Banking, presented by American Banker

The winners for the hearts and minds of banking customers will be the financial organizations that deliver the best and most feature-rich digital banking apps. Laggards risk being left in the dust. This white paper includes:

  • Statistics that underscore the importance of having a great digital banking app
  • 7 keys to a great digital banking experience
  • A review of visual engagement functionality in digital banking apps
  • Security and privacy considerations to ensure smooth sailing through your InfoSec review

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Ready to see what visual engagement looks like in action?

It’s easier for us to show you than to describe it here in writing. Request a live demo to see the many ways Glance can transform your customer experience.