Jim Marous has a comprehensive post on video-based customer service today, using Amazon’s Mayday functionality as a basis.
Similar to a virtual version of Apple’s store-based Genius Bar, without needing to wait in line or leave your house, a banking version of Mayday could provide both basic customer support as well as specialized or advisory services that could revolutionize both mobile and online banking.
He’s on to something. I wondered about this last year when NCR bought uGenius.
With the proliferation of Skype, Facetime, and other video services, isn’t the endgame going to be decoupling the physical point of presence from video capability? In other words, why should a customer need to drive to the branch to video chat with a representative? That of course begs the question about what kinds of issues are better resolved with video or in-person contact vs. the traditional call center.
I talked about sales of complex products being a potential use case but Jim hits a boatload of others in his excellent article. It’s not a matter of if, but when video becomes a standard method of delivery.