In this article
Overview
The Remote In Branch add-on allows members/customers who visit a physical branch to meet with a remote advisor through Coconut Connect video conferencing. This solution enhances member/customer experience by providing immediate access to virtual advisors, increasing first-visit resolution rates and reducing the need for customers to visit other branches or book future appointments.
For more information or a demo, contact your CSM.
Key Benefits
Remote In Branch offers several key advantages, including:
Always-Available Expertise
Ensure that customers always have access to expert advice, even when no on-site advisor is available.
Support members/customers instantly by enabling virtual meetings with remote advisors.
Optimized Staffing and Resource Allocation
Reduce the need for in-person staff at every location, improving resource allocation and cutting costs.
Leverage remote advisors to manage walk-ins across multiple branches.
Enhanced Customer Satisfaction
Resolve issues on the first visit by connecting customers to the right experts.
Improve customer retention and reduce frustration from waiting or being redirected.
Scalability
Easily adapt to fluctuating branch traffic with virtual advisor access.
Handle peak times or unexpected surges without adding on-site staff.
Steps
Set up the meeting room:
Guide the customer to the meeting room that is set up for virtual conferencing.
Open Coconut Connect and copy the video room link by navigating to Locations > More > Copy Video Room Link.
Initiate the meeting:
The branch staff should open the Remote In Branch video waiting room on the branch’s public device, using the link from Coconut Connect.
Provide access to the client:
The customer will input the meeting’s access code provided by the staff. They will then see a “We’ll be with you soon!” waiting screen.
Remote advisor joins the meeting:
The remote advisor will start the meeting, and both the customer and advisor can proceed with the virtual consultation.
Conclude the meeting:
After the meeting, branch staff can assist the customer with any follow-up tasks such as paperwork or other services.
A Note on Accessibility and Visibility
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.