Video could revive the human touch 308 Filed under - Archived Content, Video Solutions The use of video could help consumers build better relationships with their financial service providers. Research has revealed that 50% of people think that video would help build trust with their financial services provider, while a similar number think it could contribute to a better relationship. The study also revealed that 48% of consumers think that having a named individual to email or phone would help them warm to their financial services providers. However, the findings also suggested that a balance needs to be struck by finance companies in how they use modern technology. As 55% of people think that banks, building societies and insurers have focused too much on automating services, while 57% say that they are too faceless. Further findings from the BT and Avaya research showed: Video is beginning to be used for the first time, with 3% of people having now tried it when contacting their financial services companies (versus 0% in 2012). The number of different ways (or channels) that people use to contact their financial services providers has grown by 44% since 2012. People currently use an average of 6.2 channels. The number of people using mobile apps has jumped from 7% in 2012, to 23% in 2014. Webchat has grown from 1% to 11% in the same period. “Successful financial services companies will be those that strike the right balance between automation and human interaction — whether that interaction takes place face-to-face or is delivered over the phone, video or web-chat,” said Tom Regent, President of Global Banking and Financial Markets at BT Global Services. Author: Megan Jones Published On: 30th Apr 2014 - Last modified: 9th Nov 2020 Read more about - Archived Content, Video Solutions Contact Centre Reports, Surveys and White Papers Get the latest exciting call centre reports, specialist whitepapers and interesting case-studies. Choose the content that you want to receive. Contact Centre Reports, Surveys and White Papers Invites to exclusive Webinars & Events Weekly Newsletter