In this article

• Overview

• Key Benefits

• Steps

Overview

The Remote In Branch add-on allows members/customers who visit a physical branch to meet with a remote advisor through Coconut Connect video conferencing. This solution enhances member/customer experience by providing immediate access to virtual advisors, increasing first-visit resolution rates and reducing the need for customers to visit other branches or book future appointments.

For more information or a demo, contact your CSM.

Key Benefits

Remote In Branch offers several key advantages, including:

Always-Available Expertise

• Ensure that customers always have access to expert advice, even when no on-site advisor is available.

• Support members/customers instantly by enabling virtual meetings with remote advisors.

Optimized Staffing and Resource Allocation

• Reduce the need for in-person staff at every location, improving resource allocation and cutting costs.

• Leverage remote advisors to manage walk-ins across multiple branches.

Enhanced Customer Satisfaction

• Resolve issues on the first visit by connecting customers to the right experts.

• Improve customer retention and reduce frustration from waiting or being redirected.

Scalability

• Easily adapt to fluctuating branch traffic with virtual advisor access.

• Handle peak times or unexpected surges without adding on-site staff.

Steps

1. Set up the meeting room:

   • Guide the customer to the meeting room that is set up for virtual conferencing.

   • Open Coconut Connect and copy the video room link by navigating to Locations > More > Copy Video Room Link.

2. Initiate the meeting:

   • The branch staff should open the Remote In Branch video waiting room on the branch’s public device, using the link from Coconut Connect.

3. Provide access to the client:

   • The customer will input the meeting’s access code provided by the staff. They will then see a “We’ll be with you soon!” waiting screen.

4. Remote advisor joins the meeting:

   • The remote advisor will start the meeting, and both the customer and advisor can proceed with the virtual consultation.

5. Conclude the meeting:

   • After the meeting, branch staff can assist the customer with any follow-up tasks such as paperwork or other services.

A Note on Accessibility and Visibility

On Demand Video in Branch is a paid add on and also requires Coconut Connect + Queue/Lobby Management. Please contact your CSM to learn more.