In an era of increasing digital interactions, businesses must adopt innovative solutions to meet customer expectations. BCR acknowledged the imperative to innovate and adapt to customer expectations and partnered with Mediatel Data to implement the Video Assistant, a cutting-edge tool to enhance accessibility, engagement, and efficiency.
BCR expanded its interaction channels, seamlessly integrating a new way of working by leveraging video meetings across multiple touchpoints, paving the way for a more connected and dynamic customer engagement strategy.
📹 10,000 video calls handled monthly, representing 5% of all answered calls.
😊 83.64% of customers expressed high satisfaction, recommending the Video Assistant to friends and relatives.
🔄 More than 10 use cases demonstrating the reuse of the same technology across operational workflows.
🚀 Significant improvement in efficiency, with easy communication and customer experience improvement.
These impressive results demonstrate how Mediatel Data’s Video Assistant transformed BCR's customer service strategy.
☑️ Transforming Accessibility: To cater to customers with mobility limitations or those living inremote locations, BCR prioritized offering a seamless, convenient alternative to in-branch visits,emphasizing ease and inclusivity.
☑️ Elevating Personalized Engagement: While BCR's digital channel performed excellent, identifiedan opportunity to deepen customer connections through tailored interactions, especially forcomplex processes like account openings, aligning with evolving customer expectations.
☑️ Delivering Secure and Seamless Interactions: Upholding customer trust by ensuring robustdata privacy and delivering a frictionless, high-quality video advisory experience was a criticalfocus.
By embracing this innovative approach, BCR aimed to enhance accessibility, foster deeperengagement, and address key challenges, driving a future-ready, customer-centric strategy.
The solution enabled customers to connect via video through three main touchpoints:
➡️ BCR Branches: Customers can initiate video calls directly from branches equipped with this functionality, which is included in a pilot to test the new approach.
➡️ George App: Customers can interact with agents via video from the convenience of their mobile devices.
➡️ BCR Website: Clients can schedule video meetings tailored to their specific needs and the purpose of the interaction.
The Video Assistant brought advanced capabilities that transformed the customer interactions at BCR:
◼️ Tailored Assistance
Agents were equipped to address customer needs in real-time, offering a more interactive and responsive experience through video communication.
◼️ Actionable Insights
Integrated reporting captured essential metrics such as talk time, resolution rates, and session efficiency, enabling data-driven improvements.
◼️ Secure and Trustworthy
With full GDPR compliance, the solution ensured secure, privacy-first interactions, reinforcing customer confidence.
BCR’s partnership with Mediatel Data to implement the Video Assistant demonstrates the transformative potential of video interactions in customer support. By addressing accessibility challenges, enhancing engagement, and delivering efficient resolutions, the solution has set a new benchmark for customer service.
See how Mediatel Data's Video Assistant transforms operations and enhanced experiences. Watch our video to learn more!
