Erste Bank had already been offering financial advice via videoconferencing for some time, with experts connecting remotely to an advisory session in the branch as needed. However, the existing platform for online meetings did not meet user interface expectations and was to be replaced by a better product.
In parallel, the existing solution used in technical customer support for remote technical support, for example in online banking, was no longer sufficient – partly because it required installation on the customer device. A change to a new remote support platform that could meet the requirements had become necessary.
- The goal was to also reach those customers who value personal contact but cannot or do not want to make the trip to the branch.
- The user interface for remote support should be more appealing and easy to use, with no downloads required.
- Possibility of partial integration into the applications used in the company.
With TeamViewer Engage, Erste Bank Oesterreich takes financial consulting to the next level. Personal video consultation ensures high service quality even in the digital age – no matter when, no matter where. Customers of Erste Bank Oesterreich can decide which channels they would like to use to deal with their concerns, whether via the internet banking app “George”, video telephony, e-mail or telephone. A computer or mobile device with internet access, camera and sound is all that is needed, and a trip to the branch is no longer necessary.
The TeamViewer Engage chatbot feature integrated on Erste Bank’s homepage not only supports support staff with simple customer queries, but also increases customer satisfaction. TeamViewer Engage’s co-browsing technology replaced the old remote support software and provides visual context. Screen sharing now works from within the browser – no software needs to be downloaded or installed by the customer, which is especially beneficial for business customers.
Thanks to the new video advisory service, many financial products that previously could only be provided by visiting a branch in person can now be conveniently offered and purchased from the comfort of home. The customizable design of TeamViewer Engage also enabled Erste Bank to deploy the new digital consulting experience for customers in a completely brand-appropriate manner and with the highest quality.
Today, customers of Erste Bank benefit from all-round flexibility – whether it’s a personal meeting in the branch, a quick phone call in the evening, or an online consultation during the lunch break. With its online consultation service, Erste Bank Oesterreich has added an attractive offering to its omnichannel strategy. Inspired by the example set by Erste Bank, other institutions within the savings bank group are also striving to provide their customers online consulting services using TeamViewer Engage.