Video consultation

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Are you fully leveraging the potential of video consultations?

In recent years, there has been a significant increase in customer demand for video consultation services, offering considerable potential for an effective and efficient sales process and optimized customer interaction.

We assist you in reworking what, in many cases, began as the digital version of an analog process, enabling you to create a modern customer experience and boost the conversion rate for digital consultations. Additionally, we support you in building video-, tool-, and process expertise to reinforce the long-standing routine, experience, and consulting competence of your customer advisors.

We would be pleased to offer you a non-binding exchange of experiences, during which we can already highlight initial optimization possibilities and provide more details about our services related to video consultation.

Reach out now for an informal discussion and exchange of insights

Our consulting Services

Customer Journey & Processes

Analysis of the customer journey from appointment scheduling to contract conclusion with regard to the integration of video consultation. Definition of a digital and/or hybrid customer journey. Definition and modeling of end-to-end processes, as well as the integration of video consultation into the Omni-Channel framework.

Training & Certification for Video Consultation

Creation of training materials for recurring use and training of sales staff. Development, planning, and implementation of an internal accreditation exam or certification for quality assurance following the training or based on existing training materials.

Digital Customer Touchpoint

Conceptualization or selection as well as implementation managment of online appointment scheduling solutions with automated lead distribution and sending of topic-specific and visually appealing confirmation and reminder emails, with automated lead distribution and sending of topic-specific and visually appealing confirmation and reminder emails, including calendar invitations. Visually appealing customer application for web-based participation in video consultations, designed in line with corporate branding, featuring a waiting room, and satisfaction surveys.

Hardware and Implementations

Analysis and set-up of basic equipment: Specific hardware for the new video consultation as a prerequisite. Recommendation and set-up of premium equipment: High-end hardware for further quality enhancement in the expansion of video consultation.

Applications & additional Elements

Conceptualization and management of implementation of an application for creating the virtual workspace for conducting video consultations with perspective views. Analysis and evaluation of additional elements, such as electronic contract signing or secure document exchange.

Market Research & Analyses

Conceptualization, planning, and execution of mystery shopping or similar activities to ensure high quality, identify weaknesses, or conduct market/benchmark analyses. Summarization, analysis, and visualization of results, as well as the development of concrete recommendations for action.

WHY PRAGMATICA?

“Excellence in projects and processes”

Extensive experience with video competence and a focus on adapting to video consultation
Deep understanding of thematic blocks related to video consultation (e.g., Advanced digital support for advisors)
Focus on training professional presentation skills and handling new technologies as well as digital tools
Excellent understanding of the challenges in a seamless digital customer journey in the context of remote consultation for both central and decentralized (agency) customer advisory
We have been living process digitalization for 25 years, thus possessing detailed knowledge of the processes preceding and following video consultation

Selected project references

Success Stories

Concept and establishment of a digital advisory channel

Initial situation

The client either did not use the video channel at all or used it very limitedly, without specific training and without specific technical applications (Skype for Business with the download of a plugin for the client).

Our contribution

Analysis of the current system landscape and capture the requirements of various stakeholders
Coordination of design and developer resources and testing of the developed software
Conception of planning software for customer advisors to initiate “scheduled video consultations“
Conceptualization, evaluation (make or buy), and implementation of a video advisory application for customers
Training of video-, tool-, and infrastructure competencies for customer advisors

Client benefit

Over the past 2.5 years, 400 customer advisors have completed extensive training in video consultation competence and successfully conducted thousands of consultations over the video channel from traditional branches. The outstanding customer feedback we received through an NPS survey speaks for itself. Thanks to this professional training and the provided tools, both customers and customer advisors could operate independently of time and place, remaining closely connected despite the distance.

Introduction of instant video consultation in central customer advisory team

Initial situation

Appointment scheduling was done through an online booking tool and a service hotline. The service hotline lacked expertise to conduct consultations, resulting in a low conversion rate (number of scheduled video consultation appointments) of only 8%.

Our contribution

Conception and introduction of instant video consultation for a Swiss retail bank to further optimize customer touchpoints in remote advisory
Detailed solution evaluation considering the needs of both end customers and the bank
Identification of requirements for precise data collection, including data analysis
Seamless integration of the solution into the existing system landscape

Client benefit

Increased conversion rate with the new instant video consultation by 200% (to 24%)
Better coverage of customer needs regarding service hours (from 8 am to 8 pm) and offerings (home office instead of branch)
Higher customer satisfaction, increased proximity to customers, and product deals through the transmission of video and the conveyance of trust and individuality

Introduction of a virtual camera solution for video consultation

Initial situation

Traditionally, during video consultations, the screen content is shared with clients, leading to a loss of personal contact and the advisor’s image fading into the background. There was no way to tailor the conversation individually to the customer, present content in a modern and brand-appropriate manner, and differentiate from the competition.

Our contribution

Responsible for the conception, solution evaluation, and introduction of a virtual camera solution for the modern staging of advisors in conversation
Evaluation and implementation of top-notch virtual camera software to enable a novel and contemporary digital distance consultation
Implementation of the finalized designs in the virtual camera solution, including performance and hardware optimization for a consistently smooth customer experience

Client benefit

Modern software and hardware from the streaming industry allow for the orchestration and smooth control of stagings and animations
Programmable buttons can include various tools and additional information/content during the conversation
Optimized advisor workstations ensure optimal image and sound transmission, conveying a highly professional customer experience

Training in video, tool, and process competence, along with the implementation of a professional infrastructure for video consultation

Initial situation

A digital channel for screen sharing (without video from the agent) was already in use for individual advisors. However, the handling of the tool and the preparation of customer appointments were cumbersome for the advisor, and consultations were conducted using a simple product PDF. As a result, remote consultations were primarily conducted via phone, and agents were not trained.

Our contribution

Analysis of the existing system landscape and infrastructure to design a professional infrastructure landscape in the office and home office of the advisors
Conception and execution of training on video-, tool-, and process competence
Design and approval of application checks for the accreditation of advisors for video consultations
Advanced coaching sessions to solidify the learned skills

Client benefit

Outstanding customer feedback from a trained pilot group (20 advisors) and the six largest branches (40 advisors), as well as a significantly improved customer experience through new tools and additional information
Increased customer satisfaction, enhanced customer proximity, and product closures through the use of video, sharing, and the conveyance of trust and individuality
Autonomy for the expansion to all 400 advisors due to internally built competencies for training and application checks.