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Video Banking, the next step in banking convenience

December 13, 2018 in Stories

The way we bank has changed over the last years. Remember when you still had to go to the bank office to withdraw money from your account. And transferring money could only be done with the help of a bank employee…

Luckily, you can now bank with just a couple of clicks – and still speak to your trusted financial advisor.

Hello convenience economy, and hello video banking!   

Video Calling your Financial Advisor

Video banking is an emerging channel where banks and other financial institutions can engage their customers in personal conversations through video calling.

Unlike face-to-face contact, video banking is flexible, on demand and easy-to-use for both the customer and advisor. It’s the next step in banking convenience.

7 ways to get started with Video Banking

Banks like RabobankAegon and Argenta are already perceiving great value from video banking. This visual connection can be used to service existing customers, leads and prospects with personal advice.

Here are 7 examples how our clients integrate video calling into their processes and services:

Retail banking: Connect more frequently and conveniently with customers to help manage their financial situation. For example, offer video calls to review customer’s savings and give practical tips on how to better manage their savings. 

Private banking: Build stronger customer relationships by making touch points more proactive, relevant and frequent. This enables advisors to inform their customers on the impact of current affairs in real time, such as Brexit.

Business banking: Enable advisors to become a trusted partner. For example, offer video calls to discuss business dynamics and advise on financing options & loans. Many business customers travel extensively and love that they are one click away from meeting their advisor.

Customer service: Offer a seamless experience from text chat to video calls when customers require a more in-depth conversation with a financial advisor.   

Mortgages & Loans: Provide prospects and customers fast and personal advice on mortgages and loans. Through video calls, customers can go faster through the decision process. This empowers them to buy the house of their dreams. 

Insurances: Personally advise customers on the right insurance products. For example, offer video calls during life-changing moments that are likely to impact one’s insurance needs.  

Investments: Offer personal advice how to manage customer’s investment portfolio. For example, offer video calls to coach customers how to get started with investments. 

Hungry for more? Contact our video banking experts and find out how you can leverage the power of video.

Hurray, we’re ISO 27001 certified!

October 25, 2018 in Company

ISO 27001

We recently received our ISO 27001 certification and we’re really proud of this. We know security is not optional and the ISO 27001 certification confirms our information security capabilities. This certification also strengthens our position as an enterprise-grade player.

We’re particularly proud of the fact that the independent auditor stated that 24sessions is ‘Years ahead of where young software companies typically are in terms of maturity of the ISMS (Information Security Management System) and security by design’.

We are serious about security

Our ISO 27001 certification applies to the entire company from development, hosting and project management to our customer success services and support.

At 24sessions, we believe that high security is a mandatory requirement when it comes to both our customer interactions and our internal team that builds and ensures the implementation of our product across customers’ locations.

All our data storages use industry-level encryption to ensure safety of the data. Additionally, all data and media streams used inside our video-chat are end-to-end encrypted which guarantees that only meeting participants can access them.

Besides that, we keep 24sessions team-aware and up-to-date with recent security developments. We provide ongoing security trainings to make sure that the topic of security is always a priority.

– Konstantin Goncharuk, CTO at 24sessions

Continuous improvement for maintaining the ISO 27001 certification

ISO 27001 provides a very elaborate information security framework for every aspect of a business, based on a Plan – Do – Check – Act cycle. This iterative process is designed to drive continuous improvement of the ISMS. The certification is a 3-year cycle with audits in between, to ensure we’re operating and maintaining the ISMS.

Find out more about how our product ensures secure and safe video meetings.

A grand launch on Product Hunt

October 11, 2018 in Company

24sessions on Product Hunt

We’re proud to announce our launch on Product Hunt!

We’re proud because it’s been hell of a ride. In the early days, 24sessions started as a marketplace for personal advisors where they could make appointments to provide their expertise via live video-chat. It turned out that clients were looking for something different and the company almost failed.

Thankfully, we were able to let go of the initial idea of a marketplace, and decided to pursue a SaaS (Software as a service) model, which happened to be a lot more popular among customers looking for advice delivered online.

Hello on-demand economy

We found out that customers want to meet instantly (hello on-demand economy) and if not instantly than they want to book a meeting for the future while staying on top of their agenda. We therefore introduced self-serving booking forms which give customers a lot of freedom, while companies can offer them a fully branded experience by customizing the embedded forms on their websites.

Schedule

Completely download-less experience

The video meeting than happens in a web browser, which means there is nothing to be downloaded for both customers and companies. That often becomes a deal-breaker for those looking for a seamless experience as opposed to other solutions where downloads and updates are required.

Meet effortlessly

Learn, learn, learn

Over time we realized that customer interaction doesn’t end when the meetings end. And so we introduced features to our video-chat that enable you tracking conversations, analyzing what has been said and finally optimizing your communication. In this way you can nurture relationships with your customers and make them stick to what you offer.

Learn from your meetings

More awesomeness is coming if you give us some love!

It’s these slick features that customers fell in love with and which turned the initial not-so-great marketplace idea into one of the best B2B startups in Europe. And 24sessions doesn’t stop here. Buckle up, upvote us on Product Hunt and help us bring you more awesome features such as conversational analytics (on the way!).

4 ways to measure & learn from your video-calls with customers

October 8, 2018 in Product

Companies are constantly looking for ways to boost their competitiveness via superior customer experiences. But how to make sure you actually deliver those excellent experiences? Peter Drucker’s quote: “You can’t manage what you can’t measure” still counts today, right!?

Peter Drucker

To better manage the customer experience you deliver through your video calls, 24sessions equips you with meeting analytics. You can instantly measure customer experiences and learn how to make every customer interaction better than your last one.

Here are 4 easy ways to use your meeting analytics:

1. Stop guessing, start collecting reviews

Measure your customer experience when it is still top of mind, and automatically collect reviews right after the meeting. On average, we hit response rates of 80% which gives a fairly good representation. Through these reviews, you can start to track important metrics like NPS as well.

Review questions


Our favorite review questions are: How would you rate this session? How easy was it for you to have this call? How likely is it that you recommend this video call to a friend?

2. Timing is everything: find your customer’s favorite time-slots

By keeping track of previous meeting moments, you can learn how your service fits customers needs best. And tailor your availabilities accordingly.

For instance, the chart below is from our clients that provide personal banking advice to consumers via video calls. This overview shows that their customers really value this service especially in their spare time; in the evening, during lunch breaks or during morning weekends. This confirms the end of ‘9-to-5s’ for these kind of services.

3. Identify the optimal length

Time is the scarcest resource of people today. So, why take more time from your customers than necessary? Based on our client’s experiences, video calling sessions take 20-40% less time compared to face-to-face. By letting customers stay in the comfort zone of their own homes, and combining audio with screen & document-sharing, our clients say they can get to the point much faster.

By tracking the length of each video call, Spotta learned their calls needed to last only 50% of the time that was reserved for face-to-face meetings while keeping satisfaction scores high. Next to this huge efficiency gain it helps to better manage customer’s expectations upfront. Underpromise overdeliver, right 😉

4. See what sticks

Stop the guesswork and analyze which arguments are most compelling to deliver the best experience. In order to quickly find your way through a big pile of reviews, a simple trick is to make a wordcloud to extract the most used words.

Another way to learn from previous sessions, is by using recordings for training purposes. By replaying conversations, you can then learn what worked well and improve them accordingly.

Our data team also analyzed 1000s of reviews to find out what motivates customers to engage via video. The most important words they use to describe this are ‘easy’, ‘flexible’ and ‘personal’. The fact that it ‘saves travel time’, or ‘the hassle to arrange a babysitter lastminute’ is what makes them a real promoter of this new channel. More insights about this analysis are coming soon!

Learning from your previous customer meetings is not a luxury, we think it’s a necessity. That is why the Review and Reporting features come by default for all Plans.

If you already use 24sessions and want to know more check out FAQ on Reviews.

Coming soon: Instant video-calls from Intercom text chat to deliver excellent customer service experience

September 7, 2018 in Product

We’re really excited about this upcoming integration. Start a 24sessions video call with your leads or customers directly from Intercom Messenger. This new integration offers the ultimate customer service experience by allowing you to swap between a text chat and a video call just with one click.

Intercom video chat

The rise of text chat in customer engagement

The more you make your customers feel like they are heard, the more likely it is that they will become not only purchasers but also advocates of your brand. Live text chat functionalities on your website or social media channels offer a great opportunity. In fact, 51% of consumers say that businesses need to be available 24/7 so it seems like they would prefer using a text chat while they’re making their way towards a purchase. Considering that the norm these days is to jump from emails and Instagram comments to text messaging in a matter of seconds, businesses should opt for this kind of “lifestyle” as well.

Intercom is set to rule customer messaging platforms

Intercom realized the importance of text chat early enough to become a legendary customer service tool, which now generates over $50 Million in revenue and has more than 17,000 paying customers. This phenomenal growth is faster to that of Shopify, HubSpot or Atlassian and nothing seems to be slowing down the widespread use of their service by SaaS companies all around the world.

The adoption of live text chat has been revolutionary in terms of customer service. It is immediate, always available and most importantly a lot more personal than the other traditional customer service channels like emails or inquiry forms. In essence, Intercom brought into the spotlight a method to actively engage with customers online in such a way that was not possible before.

Why combine video calling?

Even though Intercom has gone far with customer engagement, it has still been short on one particular feature which is so important to any form of communication: face-to-face interaction. That’s where 24sessions comes into play by integrating our video chat in Intercom Messenger which makes it just a click away from customers to video call you instantly.

Intercom text chat

According to a recent research from Gartner, the trend for consumers to use video calling is increasing, with 1 in 3 already stating that they have interacted with a brand via video-chat before and almost 40% reported to accept a video call if a brand was to provide this option. Furthermore, Millennials will be the key growth area for the mass-scale adoption of video calling so you’d better jump on this boat now.

Millennials and video calling

(Source: How Consumer Demand is Shaping the Future of Video Calling for Enterprizes, Sinch, 2018)

This is how a combination of live text chat and video call works best

1. More in-depth conversations

If you are chatting to a hot lead or high-value customers, you can easily have more in-depth conversations by inviting them for a 24sessions video call without any installations.

2. Engaging and visualized discussions

Have more engaging and visualized discussions via screen and document sharing to develop a closer customer relationship.

3. Convert more leads with instant video calls

Whether it’s a demo or a discovery call, chatting to your leads over video will help you quickly understand if they’re a good fit for your business.

4. Onboard and activate new users

Invite new users for a video call, share your screen and educate them on how to use your product or service to its fullest potential.

5. Tackle issues and bugs quickly

Resolve urgent issues or problems faster by hopping on a video call with your customer.

6. Share the calendar of your expert colleague

If your lead has questions that require specific expertise, you can invite them to pick a date and time for a video meeting with your expert colleague. This helps you save time and convert more leads into prospects.

The 24sessions & Intercom integration is coming in a matter of weeks!