mBank’s clients having active access to the new version of the transactional system may receive round-the-clock assistance offered by Online Expert via video conversation, voice call or text chat. Most banking operations may be carried out in the new virtual outlet.
The virtual outlet, available in the transactional service, integrates traditional access channels, i.e. mLinia call center (still available round the clock at 801 300 800), a classic bank outlet (MultiBank branches) and information chat in text form.The advantage of this solution, especially when compared to a telephone conversation, is the fact that multimedia materials 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 as well as displaying documents, forms and applications which might be collectively fulfilled during the connection.
- Most of effective interpersonal communication is non-verbal and based on the sense of sight (even 55 per cent, according to research). On the basis of that knowledge we have decided that we want 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 outlet. As we were developing this project we kept our client's needs concerning convenient and quick contact with bank's experts in mind; contact in a form which better suits standards of modern internet, hence online and at any time of day and night. Our implementation meets all these requirements and constitutes a supplement to the first stage of mBank's new transactional service project at the same time - says Michał Panowicz, the project manager of the new mBank.
It is possible to transmit the client's camera image during the video conversation so that both sides could see each other. Importantly, by default the user's camera is off so that he could consciously decide whether and when to transmit his camera image to the Bank. A voice call with mBank (audio), executed together with the Online Expert service, constitutes an alternative to the above mentioned solution. In a virtual outlet conversations may also take form of text chat during which a Bank's employee is able to pass the information on the offer as well as on products and services held by a client (e.g. account balance).Using video conversations and audio 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, as well as with Microsoft Silverlight, the plugin to the browser.The implementation was supported by Software Mind, the globally operating software house company.