Commerzbank AG, the second largest bank in Germany with 9 million retail customers as of mid-November, is the first commercial bank to open a virtual branch. Already within the first days of operation of the system, implemented by the Polish firm Ailleron, it has shown great popularity among our customers.
The statistics of the Gartner research company show that by 2020*, bank customer service in the video channel will have become a standard. More and more banks around the world, including the German Commerzbank, have adjusted their operations to the current trends and follow this development path. The system was implemented in Commerzbank in mid-November, the number of people willing to be served in a virtual form exceeded expectations of the bank.
“While implementing the LiveBank system we aimed to provide banking services on the highest level. A ‘virtual’ advisor is currently available wherever there is Internet access, without the need to leave home. Moreover, it is available longer than a brick-and-mortar branch, which is very important to our customers. This is one of the first solutions of this kind in Germany,” explains Piotr Skrabski, LiveBank General Director in Ailleron SA.
LiveBank is a pioneering solution of the Ailleron Group (previously Software Mind), introduced in the banking sector in 2012. It serves as a virtual bank branch, filling the gap between customer service at the bank and the Internet banking. The application provides video, audio and chat communication, which enables customer authentication, authorisation and the ability to carrying out transactions with the bank.
“One can contact an advisor from a virtual branch through the 24/7 system, which enables the convenient on-line exchange of documents. The system ensures safety of transactions and immediate reaction to customers’ needs,” adds Piotr Skrabski, LiveBank General Director.
LiveBank offers even more. A customer using banking advisory services through LiveBank can also purchase banking products, submit applications or change banking limits over all three channels: video, audio and chat. This makes it much easier to communicate our offer of banking products and services. It also ensures the possibility of centralising the work of agents in one place, which generates savings for a financial institution.
The latest customer service trends in the banking sector focus on the needs of ‘modern’ consumers, who expect easy and efficient service anywhere and at anytime. Launching the new LiveBank system in Commerzbank and the popularity of customer service in the virtual branch during the first period of operation of the system confirm that the Bank has chosen an appropriate method of satisfying these needs.