Vizolution has launched a new web chat capability for advisers or agents speaking to clients remotely.
vChat builds on the concept of web chat, enabling the adviser to improve a standard web chat conversation with images, electronic signatures, calculators and the delivery of files associated with the web chat text.
Vizolution claims the use of images will “significantly enhance the customer’s experience” and helps the adviser to explain complex issues and increase the customer’s understanding.
All images can be approved by compliance prior to the conversation with the customer to ensure that the engagement is thoroughly compliant.
vChat has been developed for medium to large call centre environments where high customer traffic means that time savings, process efficiencies and higher levels of customer engagement offer significant advantages.
It also enables the adviser to send documents securely to the client and receive back items such as pay slips and bank statements instantly in a completely secure environment. It allows for electronic signatures so a customer can receive an application form or contract, sign it, and return it with qualifying documentation.
vChat is fully customisable and can be white labelled by banks and adviser firms. The whole vChat session is then captured for audit purposes. The audit trail includes all text, images and files shown to the customer, together with all customer responses and electronic signatures. This can be held securely for future review establishing robust compliance evidence.
Bill Safran, CEO of Vizolution said: “vChat ensures the highest level of customer service and experience while providing a different method for the client to engage with an adviser remotely. Our trial results show improved first call resolution and a very positive experience for the customer.
“Current web chat solutions are extremely hampered by their ability to only show text messages which means that it is only appropriate for very basic communications, i.e. not financial services. vChat allows an adviser to use advanced multi-media to explain highly complex products/issues to the customer. The use of images, electronic signatures, calculators, secure file delivery/receipt means that the adviser can fully engage the customer and help them through to a completed transaction.
“From an organisation’s perspective, it is easy to implement as it does not require any IT involvement at all. It’s completely secure but sits on top of existing infrastructure so it requires no changes to IT or phone systems.”
