Video conferencing has been wholeheartedly embraced as a substitute for in-person meetings during the global pandemic. But organizations that are quick to integrate off-the-shelf video solutions into their customer service fail to understand the limitations of these digital tools. These shortcomings include everything from both accidental and deliberate data sharing to the frustration of not having media shared within one conversation available in the next.
Even when offices re-open and in-person meetings become possible again, it’s likely that virtual meetings will continue to rise in popularity. And so it’s vital that financial service providers ensure that they are using video call in a way that best meets the needs of the customer, delivering a personal, positive, and seamless customer journey.
Security first
Security is the highest priority in finance and services and solutions like the ones we use privately or for internal collaboration —while convenient—cannot be relied on to protect personal data. In fact, according to the Berlin Data Protection Commissioner, many US video services have already violated the GDPR. As a consequence, companies that use these services may face fines of up to €20 million.
In addition to data protection issues, screen sharing function available in video conferencing tools shares your complete desktop, including sensitive information like credit card numbers and login credentials. Unblu’s Co-browsing solution, on the other hand, offers a superior level of safety: the advisor never receives any data or output outside of the app nor can they see sensitive information thanks to field masking.
Unblu’s technology can also be integrated into existing security set-ups and access to a document archive ensures all interactions are compliant with regulations.
