[Updated October 2025]
As credit unions continue to innovate and modernize, video banking is emerging as the next big step in creating a more connected, flexible, and accessible member experience. Recent research by Efma and Vidyo shows that nearly 80% of financial institutions plan to offer video-enabled banking services, reflecting a growing industry consensus: members want both convenience and personal connection—and video delivers both.
At Better Lobby, we’ve designed the Flexible Branch Video module to help credit unions bridge the gap between digital service and human interaction. This powerful module allows credit unions to serve members via video—whether they’re connecting from home, a branch kiosk, or even another location entirely—without losing the personal touch that defines credit union service.
How Better Lobby Makes Video Work for Credit Unions
The Flexible Branch Video module builds on core Better Lobby principles—efficiency, transparency, and simplicity—while adding video integration designed for real credit union workflows. It’s not just a video call; it’s a managed, organized, and data-driven service experience.
Here’s what makes it different:
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Seamless Scheduling and Routing
Members can easily book a video appointment through online, mobile, or call center channels. The system routes each appointment to the right staff member—whether they’re in the branch, at headquarters, or working remotely. -
Click-to-Call and Call Escalation
Staff and members can initiate or escalate to video instantly, improving problem resolution and member satisfaction. -
Secure and Reliable
Built for the security standards credit unions require, the Flexible Branch Video module keeps sensitive conversations protected while maintaining high-quality, stable video performance. -
Integrated Experience
Video interactions are tracked alongside in-branch and online queue data in Better Lobby’s dashboards and reports—giving you a complete view of your member engagement across all channels.
Why It Matters
As credit unions expand their digital capabilities, maintaining a personal, member-first approach is essential. Video banking creates a bridge between digital convenience and the trust of human interaction. Whether it’s for mortgages and loans, private banking, investments, or new member onboarding, video allows your experts to meet members where they are—on any device, at any time.
How Flexible Branch Video Elevates Member Experience
Credit unions are redefining what it means to deliver personal service in a digital world. The Flexible Branch Video module takes the best parts of branch interactions—the trust, the empathy, and the personal guidance—and makes them accessible anywhere through secure, high-quality video meetings.
Here’s how this feature transforms both the member experience and operational efficiency:
1. A Smarter, More Flexible Service Model
Members don’t always need to visit a branch to get expert help, and staff don’t always need to be on-site to deliver it. With Flexible Branch Video, credit unions can connect members with specialists no matter where either party is located. Whether it’s a mortgage consultation, investment advice, or account setup, the experience feels just as personal as being in-branch.
2. Centralized Expertise, Local Connection
Smaller branches can now offer the same depth of expertise as larger locations. Specialists working from headquarters—or even remotely—can serve multiple branches at once through scheduled or on-demand video meetings. This ensures consistent service quality across every location while making better use of staff time and skills.
3. Fully Integrated and Easy to Manage
The Flexible Branch Video module isn’t just another standalone tool. It integrates directly with Better Lobby’s queue management and appointment systems, creating one seamless workflow. Staff can manage in-person, scheduled, and video meetings from a single interface—reducing complexity and improving coordination.
4. Built for Member Trust
Video interactions are secure, reliable, and easy for members to join. There’s no need for complex software downloads or extra logins. The system maintains the same privacy and professionalism members expect during in-person visits, making it ideal for sensitive financial discussions.
5. Data That Drives Improvement
All video interactions are tracked alongside other member touchpoints in Better Lobby’s reports and dashboards. This data gives managers a full picture of how, when, and why members choose video—helping credit unions refine staffing, training, and service strategies based on real usage patterns.
With Flexible Branch Video, credit unions don’t have to choose between personal service and digital convenience—they can offer both, seamlessly.
Key Takeaway
Now is the time for credit unions to embrace video as part of their digital service strategy. The Better Lobby Flexible Branch Video module provides the missing link between technology and service management—empowering credit unions to deliver exceptional, face-to-face service virtually, with the same warmth and reliability members expect in person.
The following section is the original post from June 2016. While some product names and screenshots may be outdated, we’ve kept it here for historical reference.
Some observers contend that video banking will be the next chapter in a credit union’s digital transformation. Research co-sponsored by Efma and Vidyo found that nearly 80% of all surveyed FIs plan to offer video-enabled banking services.
Respondents noted that regardless of the channel (mobile, desktop, branch or ATM), the most important capabilities for video banking services were:
- click-to-call
- call scheduling
- call recording
- call escalation
In preparation for this transformation and to help address item 2 above, we developed Better Lobby Video Meeting Queue Module (VMQ).
Key Takeaway: Now is the time for credit unions to start working on their video implementations and a perfect first step is to look at Better Branches Branch Video Meeting VMQ solution that provides the member service management component missing from many video conferencing systems.