For almost 1 year the “House Construction Savings Bank of Kazakhstan» partners with Aurus to offer visual support service to its clients.
The first major use case for video chat is sales interactions with customers. Each page of the Bank’s website has a “Video call” button embedded, which establishes a video-enabled collaborative session with a contact center agent just in one click.
“Of course it affects sales and customer loyalty” – says Erlan Abdykayev, the Director of Project Manegment Dept, – “First, a client doesn’t need to look for the contact details, dial the number and interact with IVR. Second, the co-browsing feature allows us to show how to work with Internet banking software and reduce the time to resolve“.
The video support button is also embedded into Internet-banking web applications. The co-browsing feature allows the client to share his webpage with the agent and get a visual assistance on how to complete the transaction. This tool significantly reduces the time needed to support existing users.
Erlan Abdykayev – “We already process several hundreds of videochat interactions daily and we’re going to use this channel in other customer service scenarios. For example we’re going to use identity verification video calls to allow our NEW customers to purchase online without even meeting the bank representative“.
About the Bank
“House Construction Savings Bank of Kazakhstan” JSC is the only bank in the country implementing housing construction savings system. HCS system is intended for improvement of housing conditions of people through attracting funds of depositors to housing construction deposits and granting them with housing loans.