The Erste Bank Oesterreich has implemented a new cutting-edge remote consultation service based on TeamViewer Engage, a secure and privacy-compliant solution for online customer interaction, offering a modern addition to existing contact options. Clients of Erste Bank Oesterreich can now receive online consultation from their personal advisor in a video call, share their screen or browser tab, fill out online forms together, or upload documents. The scope of the new remote consultation service thus corresponds to that of the stationary branches.
The new service works from within the browser, no software installation is needed on customer side. Any device with internet access, camera and sound is sufficient for use. Thanks to the customizable design of TeamViewer Engage, Erste Bank was able to implement the new digital consulting experience for the customer in line with the corporate design and with the highest quality.
Fabian Stenzel, Head of Retail Austria at Erste Bank: “We offer our customers a wide variety of ways to conduct their banking business. The trend towards consultation independent from the customer’s location has been further strengthened, not least by the pandemic. With the new remote consultation service, customers now have an additional option: they can choose whether or not to go to the branch and still get a full advisory service in perfect quality every time. With TeamViewer, we have found a competent, highly qualified provider of such solutions.”
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Successful business relationship since 2019
The launch of the virtual branch is the latest development in a customer relationship that already started in 2019 – at that time between Erste Bank and Xaleon, an Austrian start-up that was acquired by TeamViewer in January 2021. As a first step, the s ServiceCenter, a subsidiary responsible for customer support at Erste Bank, integrated a co-browsing functionality into its customer service. Since then, service employees and customers have been able to use the browser-based solution to work together on a website and quickly solve the customer’s questions, such as problems with the online account.
“The feedback has been overwhelmingly positive. In addition to improved customer and employee satisfaction, the average processing time for requests has been reduced by up to 40 percent”, says Michael Havas, Managing Director of s ServiceCenter.
Hendrik Witt, Chief Product Officer at TeamViewer: “Erste Bank shows how flexibly TeamViewer Engage can be used within a company for various use cases. With our solutions, our customers can digitalize processes along their entire value chain, including customer service. The virtual branch at Erste Bank and the support at the ServiceCenter are prime examples of how a company can map its customer service and advice online and thus create real added value for its customers.”
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