From Clicks to Conversations: How Video Banking Solves “I Need to Talk to Someone” Problem
Customers don’t want to start over when they hit a wall online — they want a real conversation. Video banking makes it instant and effortless.
Financial institutions work hard to offer a great digital experience because that’s what customers want. Web and mobile banking is the preferred method for 3 out of every 4 America. Sleek apps, self-service tools, and intuitive banking platforms are a must. But even the best-designed systems have one common gap:
When a customer needs to talk to someone, the experience falls apart.
Whether they’re stuck completing a form, unclear on loan options, or just looking for reassurance before submitting an application, financial institutions struggle with the moment a customer decides they need to speak to a real person.
The Frustration of Starting Over
The problem with escalation is that it usually means starting over. Not just once, but starting over every time a customer escalates. Here’s what trying to escalate to a human interaction might look like for customers:
Explain their issue to a chatbot
Call the support line once the chatbot can’t give an answer
Navigate the phone tree
Explain their issue — again, but this time to a human
Get transferred to the right department
Explain their issue — again, this time to a different human
Maybe the issue gets resolved. Maybe not.
This disconnect between digital self-service and real support creates friction right when customers are most engaged — or vulnerable.
7 out of 10 people are frustrated with a company before they even get on the phone with an agent.
- U.S. State of Multichannel Customer Service Report
The Frustration of a Broken Escalation Model
Escalation paths in digital banking just aren’t built with the customer in mind. For most community banks and credit unions, that isn’t because they don’t value their customers. It’s because they don’t have the manpower to provide the necessary customer service.
When a customer clicks “Need Help?” on your website or app, they don’t want a list of hours. They don’t want to call a general number and navigate a phone tree. They want to speak with someone who can help.
That’s where video comes in — not as a shiny new channel, but as a bridge.
With a single click, customers can move from screen to conversation. No phone trees. No dead ends. Just face-to-face help from someone who can actually help. It’s intuitive, immediate, and — most importantly — human.
The Ease of Customer Service Through Video
With video banking, the “I need to speak with someone” gap disappears.
From your website or app, customers can instantly launch a secure video session with a real representative.
From your branch, customers can skip long lines by jumping in a video banking kiosk.
The conversation continues where the process left off, thanks to queue systems that route customers to the right department and provide agents with all the necessary information to assist the customer.
From video banking calls, problems get solved. Video banking isn’t just a video chat. Customers can complete more than 90% of financial transactions in video calls. They aren’t just getting immediate help. They’re getting immediate solutions.
When your customers need to speak with you, make it easy. Be the financial institution that answers the phone. Video banking solves the “I need to talk to someone” problem — for your overwhelmed staff and your frustrated customers.