Though digital banking is surging since the beginning of the pandemic, today’s consumers are still searching for human connections with their financial institutions. Advancements in technology have streamlined the way that consumers communicate with their banks but the need for consumers to have the option to connect with a human still remains significant. The ability for a customer to schedule an appointment with an organization’s resource – whether it be to meet in person, on the phone, or virtually over video – has become crucial for businesses to not only retain customers but to drive bottom line revenue with new business.
Our new LinkLive Appointment Scheduling solution is designed for an organization that wants to optimize the human connection across physical and digital channels to bridge more loyalty and trust. LinkLive Appointment Scheduling is an important part of the LinkLive suite and is an essential communication capability that is now required to increase customer satisfaction along with revenue for your business – all while reducing contact center volume and no-shows.
The LinkLive Appointment Scheduling solution enables your organization to set up different types of calendars. Two calendar types are available; to schedule a service or to schedule a resource. For a service calendar, organizations can align services to broad categories and enable multiple service providers to be available for a customer to book an appointment. For example, a bank can set up a calendar for customers to schedule an appointment to open a checking account and any of the multiple service representatives that are available can take the appointment. For a resource calendar, organizations can enable customers to schedule an appointment with a single resource, such as a conference room or office location.
LinkLive Calendars can be booked to meet now or in the future. Guests have the ability to schedule an appointment either at a physical or virtual location. Each calendar type can include a physical location (such as a bank branch or healthcare clinic), a virtual location or indicate that the meeting is over the phone. Virtual meetings take place within a multimedia LinkLive Chat session offering the ability to add video, transfer files and co-browse. Guests simply choose what channel they’d like to meet in and select an available date and time.
Consumers can book an appointment by a specific location or by a type of service, like opening a new deposit account or meeting with a Mortgage Loan Officer. The feature is flexible and helps generate more traffic either by an in-person meeting, a phone call, or a secure, virtual meeting all within LinkLive. Since the appointment scheduling feature is part of the LinkLive suite, your institution can benefit from additional features such as skills-based routing technology ensures that a branch resource with the appropriate skill set will be available for the appointment. Additionally, supervisors can audit any type of appointment for quality assurance and training purposes. So, all of the digital customer service activity is together.
Our proprietary virtual meeting room is secure and hosted in the cloud, giving your customers peace of mind in sharing sensitive financial data over video. We have a security first mindset and purpose-built approach to everything we do at Revation and our LinkLive solution suite is HITRUST CSF certified.