6 Ways Banks Can Use Personalized and Interactive Videos to Build Customer Trust
Personalized videos have become a powerful tool for banks to build customer trust and loyalty. By leveraging the personalization and interactivity of videos, banks can communicate more effectively with their customers, enhance their customer experience, and build long-lasting relationships.
In this article, we will explore 5 ways banks can use personalized videos to build customer trust.
1. Addressing Security Concerns with Personalized Videos
One of the biggest concerns that customers have when it comes to banking is security. Banks can use personalized videos to address these concerns and reassure customers that their accounts and personal information are safe and secure.
For example, banks can create personalized videos that explain their security protocols and highlight the measures they have in place to protect their customers' data. These videos can also provide tips on protecting customers from fraud and scams. Videos have a level of intimacy that can help customers understand the fundamentals of the bank’s approach to security and can alleviate anxiety about security procedures.
By using personalized videos to address security concerns, banks can build trust and confidence with their customers, which can ultimately lead to increased loyalty and retention.
2. Personalized Video Banking Consultations
Personalized videos can also be used for banking consultations. Instead of having customers come into the bank for a consultation, banks can use personalized videos to provide customized advice and recommendations based on the customer's needs and financial situation.
For example, if a customer is interested in a particular investment option, the bank can create a personalized video that explains the investment, its benefits, and potential risks. This video can also include personalized advice and recommendations based on the customer's financial situation and investment goals. These videos can be created based on segments on the customer database so that a single video can be relevant to a subgroup of customers. By adding personalization such as name, gender and age, can help the customer feel like they are being addressed personally.
By providing personalized video consultations, banks can enhance their customer experience, build trust and loyalty, and differentiate themselves from their competitors.
3. Using Personalized Videos for Account Onboarding
Account onboarding can be a daunting process for many customers, especially if they are new to banking - an audience that may be best suited to receiving information via video. Personalized videos can help simplify this process and make it more engaging for customers.
For example, banks can create personalized videos that explain the different types of accounts available, the requirements for opening an account, and the steps involved in the account opening process. These videos can also include personalized messages from bank representatives welcoming customers and providing contact information for any questions or concerns.
Adding interactive buttons in the video that the customer can click to take advantage of the options given in the video can help increase conversion rates and completion of those tasks. By keeping the customer in the context of the video, the bank will eliminate losing the customer’s focus.
4. Personalized Video Reminders and Notifications
Banks can also use personalized videos to provide customers with reminders and notifications about their accounts. For example, if a customer has a credit card payment due, the bank can send a personalized video reminder that not only reminds the customer of the payment but also provides information on how to make the payment and avoid late fees.
These videos can also be used to notify customers of any changes to their accounts, such as interest rate updates or new account features.
Personalized video reminders and notifications can help banks improve their customer communication, reduce the risk of missed payments or account changes, and build trust and loyalty with their customers.
5. Personalized Video Customer Feedback and Surveys
Finally, banks can use personalized videos to gather customer feedback and conduct surveys. By creating personalized videos that ask customers for their feedback and opinions, banks can show that they value their customers' input and are committed to improving their experience.
These videos can also provide customers with personalized responses to their feedback, which can enhance the customer experience and build trust and loyalty.
By using personalized video customer feedback and surveys, banks can gain valuable insights into their customer's needs and preferences and identify areas for improvement.
6. The Impact of Interactivity
In addition to personalization, banks should also consider adding interactive elements into videos including buttons, forms, calculations and even countdowns. These types of elements help keep the customer engaged and within the context of the content.
Much of the correspondence between banks and their customers are actually triggers for action that can be best explained and presented in a video format. By including buttons within the content of the video, the customer has the opportunity to follow through on those triggers without the distraction of needing to exit the video.
A good example could be a notice of payment on a credit card statement. By including a button within the video, a customer can make the payment and avoid penalties and fines.
Banks often require their customers to complete various forms to facilitate banking transactions and comply with regulatory requirements. Some of the most common forms that banks ask their customers to complete include account opening forms, loan application forms, deposit slips, and withdrawal slips. These forms typically require customers to provide personal information such as their name, address, and contact details, as well as financial information such as their income and employment status and can be embedded directly from within the video.
Interactive videos can also include the ability to generate calculations based on input from the customers. Banking videos can provide customers with calculators to help them estimate loan payments, mortgage rates, and savings goals. A bank video may also offer currency converters that allow customers to convert currency values in real-time. Other calculators may include retirement planning, debt consolidation, and investment planning and can all be included within the context of the video itself.
Several types of bank notifications are time-sensitive and require immediate attention from customers to avoid penalties or other negative consequences. Some common examples include overdraft notifications, fraud alerts, payment reminders or account expiration notifications. By including a countdown timer within the context of a video, a bank can be sure that the customer is aware of the time sensitivity of the action required.
In conclusion, personalized videos are an effective tool for banks to build trust and engagement with their customers. By addressing security concerns, providing personalized consultations, simplifying the account onboarding process, sending personalized reminders and notifications, and gathering customer feedback through personalized videos, banks can create a more personalized and engaging customer experience.
Personalized videos can help banks differentiate themselves from their competitors, build stronger relationships with customers, and increase customer satisfaction and loyalty. They can also lead to cost savings for banks by reducing the need for in-person consultations and customer service calls.
As technology continues to evolve, personalized videos will become increasingly important for banks to incorporate into their marketing and customer service strategies. By investing in personalized video technology and training their staff to use it effectively, banks can stay ahead of the curve and provide a top-notch customer experience.
Overall, personalized videos have the potential to revolutionize the way banks interact with their customers and build trust in an industry where trust is paramount. By leveraging this technology, banks can establish themselves as trustworthy, customer-centric institutions that prioritize the needs and preferences of their customers.