With customer expectations becoming ever more sophisticated and nonetheless challenging, and quality of service delivery based mostly on technology separating providers, the management of United Bank for Africa Plc, on Friday, announced yet another innovation as part of finding new ways to communicate and engage customers.
The bank introduced Video live chat with Co-browsing technology, as part of serving the growing mobile conscious customers who demand online services.
A statement by the bank explained that the technology “enables customer experience experts to help customers in real-time, enabling a support experience centred on visual engagement.”
This is important, it noted, because 65% of those living in today’s world are visual learners.
“Not only can enquiries and issues be resolved more efficiently and swiftly, but co-browsing can complement other channels, improving the overall customer experience.
Through the platform, the statement said UBA is differentiating itself with customer “experience and use of Video Live Chat and Co-browsing to improve customer acquisition, service and to improve x-sell & retention by enabling more meaningful contact with customers.
“Video Co-browsing enables customers to virtually have a one-on-one interface with the bank through co-browsing application via video live chat, text chat, and through real time document exchange. This makes it easier for bank staff to assist customers through a number of difficulties; from filling intricate bank forms and even helping them resolve much more complex transactions. Sometimes, the platform simply facilitates directing the customers to the exact information they need.
“It provides secure file-sharing, compliant, real-time communication solutions that enable the bank hold co-browsing sessions to expedite troubleshooting as well as ordinary enquiries.
“This without a doubt moves light years ahead of the old customer service where interaction is purely through phone calls; this method which has proven to be frustrating especially when it involves fixing a problem urgently. It also comes resourcefully as a quick and easy fix for those who do not have enough time for a physical visit to the bank to take care of their transactions.”
Other benefits of the technology were listed to include:
• All session actions are accountable
• Secure collaboration
• Navigate the web together
• Control access
• Collaborate online, effectively

The innovation is expected to enable UBA “engage visually and digitally with customers while maintaining human interaction at any given time, in a bid to continue to virtualize customer experience. It offers faster solutions in response to customer enquiries on a more personalised basis anywhere, anytime and from any device. UBA as always, is committed to ensuring greater efficiency and better customer satisfaction. To experience the Video Love chat and Co-browsing technology, visit ubagroup.com .”