As part of its effort in serving the growing mobile conscious customers who demand online services and to provide quality service delivery to customers, the management of United Bank for Africa Plc has introduced Video live chat with Co-browsing technology to its system.

A statement by the bank explained that the technology “enables customer experience experts to help customers in real-time, enabling a support experience centred on visual engagement.”

The statement noted that this is important, because 65 per cent of those living in today’s world are visual learners. “Not only can enquiries and issues be resolved more efficiently and swiftly, but co-browsing can complement other channels, improving the overall customer experience.

Through the platform, UBA is differentiating itself with customer experience and use of Video Live Chat and Co-browsing to improve customer acquisition, service and to improve x-sell & retention by enabling more meaningful contact with customers.

Video Co-browsing enables customers to virtually have a one-on-one interface with the bank through co-browsing application via video live chat, text chat, and through real time document exchange. This makes it easier for bank staff to assist customers through a number of difficulties; from filling intricate bank forms and even helping them resolve much more complex transactions. Sometimes, the platform simply facilitates directing the customers to the exact information they need.

It provides secure file-sharing, compliant, real-time communication solutions that enable the bank hold co-browsing sessions to expedite troubleshooting as well as ordinary enquiries.” It stated.

With this latest innovation, UBA can engage visually and digitally with customers, navigate the web together while maintaining human interaction at any given time, in a bid to continue to virtualize customer experience. It offers faster solutions in response to customer enquiries on a more personalised basis anywhere, anytime and from any device.