October has arrived and as the days get cooler, we’re heating things up with exciting new features! This month, we're thrilled to introduce the On-Demand Video In Branch add-on, a new way of ensuring that no walk-in member/customer leaves without expert advice.
Whether it's peak hours or staff shortages, this feature connects your members/customers with remote advisors—anytime, anywhere. Plus, we’ve enhanced our Email & SMS notifications to make client communication even more seamless.
Now, let’s dive into what’s new this month:
In this release
New! On Demand Video in Branch add-on
Provide Expert Advice Anytime, Even When Branch Staff Are Unavailable
We’re excited to introduce the On-Demand Video In Branch add-on, designed to ensure that no walk-in member/customer leaves without expert assistance! This new add-on connects clients with remote advisors in real-time, allowing branches to offer seamless service even during peak times or when local staff are unavailable.
By centralizing your advisory services, you enable your specialists to support multiple locations, extending your team's reach and optimizing demand management across branches.
Key Benefits:
Always-on expertise: Ensure members/customers always have access to expert advice.
Optimize staffing and costs: Leverage remote advisors to reduce in-branch staffing needs.
Convert every walk-in: Maximize opportunities by connecting walk-ins with remote advisors instantly.
Flexible service availability: Offer service options that work for your members/customers, whether in-branch or virtual.
Key Features:
Unified Queue Management: Remote advisors can manage walk-ins across branches, reducing wait times.
Instant Access Code: Generate a unique code for each session, allowing seamless video meeting access.
Branch-Level Toggle: Admins can enable or disable video walk-in support for specific branches.
Notifications and Warnings: Branch staff receive instant notifications when no remote advisors are available.
NOTE: On Demand Video in Branch is a paid add on and also requires Coconut Connect + Queue/Lobby Management. Please contact your CSM to learn more!
Notifications
Text Enhancements For Check-In Notice Notifications
We've updated the messaging for members/customers checking in within the 30-minute window before or after their scheduled appointments.
Previously, the message read, “We're sorry, but we couldn't find an upcoming appointment that matches the phone number you entered.” It now reads, “We’re sorry, but we couldn’t find an upcoming appointment that matches the email address you entered. Please note, check-ins are only available within 30 minutes of your appointment’s scheduled start time.”
This update is now live, ensuring that your members/customers receive clear and detailed notifications for a seamless experience.