Vonage > Case Studies > Unblu's Transformation of Online Banking with Live Video

Unblu's Transformation of Online Banking with Live Video

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Technology Category
  • Sensors - Camera / Video Systems
Applicable Industries
  • Finance & Insurance
Applicable Functions
  • Procurement
Services
  • System Integration
About The Customer
Unblu is a company that provides customer collaboration software with the aim of transforming the way online business is conducted. They focus on creating an in-person banking experience online, which has been proven to significantly enhance customer satisfaction. Their technology has been successful in reducing customer support calls by half and quadrupling the number of client meetings compared to in-branch meetings. Unblu's clients are primarily in the financial services industry, which is highly regulated and requires stringent security measures. These clients value the availability of an easy-to-use, pay-as-you-go video proposition in their decision-making process.
The Challenge
Unblu, a provider of customer collaboration software, aimed to revolutionize the way online business is conducted, particularly in the banking sector. The company wanted to create an in-person banking experience online, which would not only enhance customer satisfaction but also reduce the number of customer support calls and increase the frequency of client meetings. The challenge was to embed live video capabilities into their existing collaboration suite, which already offered live assistance in the form of text chat and co-browsing. The goal was to enable more meaningful interactions online, meeting the increasing customer expectations for convenient service and financial advice. The challenge was further compounded by the need for a flexible partner who could seamlessly integrate with their existing suite and adhere to the stringent security and trust requirements of the highly regulated financial industry.
The Solution
Unblu partnered with Vonage, leveraging their Video API to embed live video capabilities into their existing collaboration suite. Vonage's flexible platform was seamlessly integrated and customized to meet Unblu's specific needs. The platform's robust security features were also crucial in ensuring compliance with the stringent regulations of the financial industry. The addition of live video capabilities enabled Unblu to expand into new business avenues, such as account opening for banks. The easy-to-use, pay-as-you-go video proposition became a mandatory requirement for many clients purchasing the Unblu collaboration suite. The use of live video from Vonage not only improved customer engagement but also provided effective support for clients still in the process of deploying video chat options.
Operational Impact
  • The integration of Vonage's Video API into Unblu's collaboration suite has led to significant operational improvements. The company has been able to expand into new business avenues, such as account opening for banks. The live video capabilities have also improved customer engagement, enabling more meaningful interactions online. This has been particularly beneficial for clients who are still in the process of deploying video chat options, as they have been able to do so with effective support. Furthermore, the easy-to-use, pay-as-you-go video proposition has become a mandatory requirement for many clients, indicating the high value they place on this feature. Overall, the solution has enabled Unblu to meet the changing expectations of customers in the increasingly online financial services industry.
Quantitative Benefit
  • Cut customer support calls in half
  • Achieved four times as many client meetings as in branches
  • Significantly increased customer satisfaction

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