The Rise of Video Banking: A Smarter, More Human Way to Connect
[Updated October 2025] As digital transformation reshapes how members interact with their credit unions, one truth remains clear: people still want personal connections—just delivered in more flexible ways. Video banking bridges that gap, giving members the convenience of remote access with the warmth of a face-to-face experience. With Better Lobby’s Flexible Branches Video Meetings module, credit unions can offer members the best of both worlds. Whether a member walks into a branch, joins a virtual queue from home, or connects from their office, they can instantly meet with the right expert—without the need for travel or long wait times. Why Video Matters for Modern Credit Unions Video banking isn’t just about technology—it’s about choice. Members get to decide how they want to interact: In-branch video rooms connect members to remote specialists for services like loans, mortgages, or investments. At-home appointments make it easier for busy members to handle financial matters on their own schedule. Virtual walk-ups allow spontaneous, real-time help without needing to wait for an open slot. This flexibility helps credit unions deliver more consistent service, reduce pressure on call centers, and extend the expertise of their staff across multiple branches. Beyond Convenience: Building Trust Through Connection Unlike chatbots or long phone queues, video calls provide a human face, tone, and empathy—factors that strengthen trust and loyalty. Members feel seen and heard, even when meeting remotely. And for credit unions, this approach demonstrates a commitment to innovation that still puts people first. How Better Lobby Makes Video Banking Simple and Seamless Better Lobby’s Flexible Branches Video Meetings module is built to help credit unions meet members wherever they are—without compromising personal service. What sets it apart is how naturally it integrates into both your physical branches and your digital channels. 1. One System, Many ChannelsFrom walk-ins at video-equipped branches to remote appointments booked online, all sessions are managed in a single, streamlined system. Staff can switch between in-person and remote meetings effortlessly, and members always enjoy a consistent experience. 2. Smarter Scheduling and RoutingOur intelligent appointment system automatically connects members with the right staff—whether that person is at HQ, working from home, or supporting multiple branches. Flexible scheduling tools ensure availability aligns with demand, reducing idle time and boosting efficiency. 3. A Familiar, Secure EnvironmentMembers don’t have to download extra software or struggle with setup. Better Lobby’s secure, browser-based video meetings make it easy to connect from any device. Every interaction is encrypted, compliant, and built with credit union standards in mind. 4. Extend Your Expertise Across BranchesWith video banking, credit unions can make the most of specialized staff—like mortgage or investment advisors—without needing them physically present in every branch. Members still get expert help when they need it, no matter their location. 5. Data and Insights You Can UseEvery appointment, whether in person or virtual, feeds into Better Lobby’s reporting dashboards. This gives branch managers a complete picture of how members engage with their credit union, helping guide staffing decisions and long-term strategy. Better Lobby’s video tools don’t just add convenience—they redefine accessibility. By combining flexible scheduling, seamless technology, and real human connection, your credit union can serve more members, more efficiently, and with more impact. Key Takeaway Video done well—through virtual walk-ups or scheduled appointments—gives members greater choice, more convenience, and a better experience overall. With Better Lobby’s video banking tools, credit unions can connect members with real people, wherever they are, while keeping service seamless and human-centered. The following section is the original post from November 2021. While some product names and screenshots may be outdated, we’ve kept it here for historical reference. Many surveys have found that speaking directly with a member of staff is the most efficient way of resolving consumers’ issues. If an interaction can’t be face to face, then video comes in a strong second as a way to help create a better connection between people. By investing in video banking technology like our Flexible Branches Video Meetings module, CUs are able to offer a mix of walk-in and remote video appointments. Expert staff can work from your HQ – or from their home – to help members at any of your video-equipped branches. Of course, members could also join the video queue from their home, office or anywhere from their mobile device. Key Takeaway: Video done well via virtual walk-ups or by appointments delivers greater choice of channels, more convenient service, and while easing pressure on call centers.
How Video Banking is Expanding Member Access and Expertise
[Updated October 2025] Video banking is no longer just a novelty—it’s quickly becoming one of the most impactful tools in modern credit union service delivery. According to a survey of global banking leaders, the top uses for video technology include private banking, mortgages and loans, investments, and new customer acquisition. These are all high-value interactions where personal connection and trust matter most—and that’s exactly where Better Lobby’s Video Module shines. Credit unions like BluCurrent Credit Union in Springfield, Missouri, are already proving that you don’t need to be a large financial institution to benefit from video banking. Even with just three branches, BluCurrent’s members have embraced video conferencing as a convenient and personal way to meet with specialists. How Better Lobby Makes Video Banking Work for You Our Better Lobby Flexible Branch Video module extends your branch’s service capabilities far beyond its physical walls. Instead of needing mortgage officers, financial advisors, or loan specialists stationed at every branch, expert staff can serve members remotely—whether from headquarters, a service hub, or even their home office. Here’s how it helps credit unions of all sizes: Centralized Expertise: Connect members in smaller branches or rural areas to specialists instantly. Unified Queues: The same queue that manages in-branch visits can now include video appointments, making it simple for staff to handle both types of interactions efficiently. Member Convenience: Members can start a video meeting from home, their office, or even a mobile device—no extra logins or complicated setup required. Improved Utilization: Staff can manage time more effectively, serving more members across more locations without added overhead. Video banking doesn’t replace the human connection—it enhances it. By combining the power of technology with Better Lobby’s intuitive queue management system, your credit union can deliver personalized, face-to-face service at any scale. Why Video Banking Is Becoming a Core Credit Union Service Video banking isn’t just about technology—it’s about giving members the flexibility to connect with your team wherever and whenever they need help. With Better Lobby’s Flexible Branch Video, credit unions can offer this next level of accessibility while maintaining the same high standards of personal service that define in-branch experiences. Here’s how credit unions are using the video module to transform service delivery: 1. Expanding Expertise Across BranchesInstead of requiring every branch to staff full-time loan officers or financial specialists, the video module allows experts to serve multiple locations remotely. This means your smaller or rural branches can offer the same level of professional support as your main office—without increasing costs. 2. Simplifying Member AccessMembers can join a video meeting directly from their mobile device, home computer, or a video-enabled kiosk at the branch. It’s as easy as checking in—no complicated links or separate logins. 3. Creating Seamless Hybrid ExperiencesVMQ integrates directly with your Better Lobby queue management system, meaning both in-person and virtual visitors flow through the same system. Staff can easily manage walk-ins, scheduled appointments, and video meetings all from one unified dashboard. 4. Increasing Staff ProductivityBy centralizing high-value services like mortgage consultations, investment advice, or new member onboarding, your staff can focus on their strengths and maximize their time serving members efficiently. 5. Building Trust in the Digital AgeVideo appointments maintain the face-to-face interaction that members value, even when they can’t make it to a branch. That personal connection fosters trust, loyalty, and confidence in your credit union’s ability to meet their needs—digitally and personally. In today’s world, flexibility and personalization are key. Better Lobby’s flexible branch video module brings both—helping your credit union deliver the right service, through the right channel, at the right time. Key Takeaway Video conferencing is no longer reserved for big banks—it’s transforming service models across credit unions of every size. Better Lobby’s video module gives you the member service management component that standard video tools lack—so your credit union can offer expert, human-centered service anywhere, anytime. The following section is the original post from April 2016. While some product names and screenshots may be outdated, we’ve kept it here for historical reference. BluCurrent Credit Union in Springfield, MO has incorporated video conferencing into its three branches. Although they are only a $158 million-asset credit union, BluCurrent invested in the technology and video conferencing has been very well received by their members. We developed our Branch Video Meeting Queues to help credit unions provide full support to any local market without the need for expert staff to be physically present at each branch. Better Lobby Video Meeting Queue Module (VMQ) extends your Better Lobby Branch Queue beyond the branch so that the queue can be seen and served by expert staff located elsewhere. Key Takeaway: Video conferencing is coming to CUs of all sizes and the best way to manage it is via our VMQ software which provides the member service management component missing from video conferencing systems.
The Future of Credit Union Service: Flexible Branch Video
[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: Seamless Scheduling and RoutingMembers 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 EscalationStaff and members can initiate or escalate to video instantly, improving problem resolution and member satisfaction. Secure and ReliableBuilt for the security standards credit unions require, the Flexible Branch Video module keeps sensitive conversations protected while maintaining high-quality, stable video performance. Integrated ExperienceVideo 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 ModelMembers 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 ConnectionSmaller 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 ManageThe 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 TrustVideo 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 ImprovementAll 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.
Branches Complement Digital Channels
[Updated September 2025] The CEO of Banco Santander recently said something that caught attention: physical branches are still one of the biggest advantages traditional financial institutions have over tech giants like Apple, Google, Amazon, and Facebook. Santander is doubling down—investing in branches while still pushing more customers to digital channels. At first glance, that sounds like a contradiction. Why spend money on branches when digital banking is growing so fast? But here’s the truth: branches aren’t going away. They’re evolving. And the future of member service will depend on how well credit unions combine digital-first convenience with in-person expertise. That’s where Better Lobby comes in. Branches Aren’t Dead—They’re Smarter Branches aren’t just transaction counters anymore. They’re becoming service hubs, advice centers, and hybrid spaces where members expect options: walk-ins, self-service kiosks, video appointments, or online queues. And credit unions that get this balance right have a major edge over competitors. Better Lobby was built specifically for this moment. It’s a modular, web-based platform that turns branch visits into smooth, connected experiences. Here’s how: Appointment Scheduling: Members Walk In Prepared With Better Lobby’s Appointment module, members can book online, by phone, or in-branch. They pick the reason for their visit, get reminders, and show up ready. Staff know who’s coming and why—so the service feels faster and more personal. Lobby Management: No More Chaos at the Front Desk Queues can get messy fast. Better Lobby’s Lobby Management module gives staff real-time visibility into who’s waiting, how long they’ve waited, and what they need. Members are served fairly and efficiently, and managers can fast-track when needed. Kiosks & QR Code Check-In: Skip the Line, Your Way Not everyone wants to stand in line. Members can check in using a branch kiosk or their own phone by scanning a QR code. It’s contactless, quick, and easy. Staff see the check-in instantly, keeping the flow organized. Video Appointments: Bring the Branch Anywhere Video is changing financial services. With Better Lobby, credit unions can connect members to staff experts from any branch—or from the comfort of home. Scheduled or on-demand, video appointments expand reach without needing more physical space. Wall Displays: Calm Lobbies, Clear Expectations No one likes wondering if someone cut the line. Wall Displays show members exactly where they are in the queue. It keeps things transparent, reduces disputes, and makes lobbies calmer. Online Queue: Join Before You Arrive Members can check wait times online and join the line before leaving home. Travel time becomes wait time, so by the time they walk in, they’re already closer to being served. Dashboards & Reports: Data That Drives Decisions Managers become more proactive with real-time dashboards and customizable reports. See traffic trends, staff utilization, peak hours, and campaign ROI. Export the data or plug it into tools like Power BI or Tableau to get deeper insights. Admin Tools: Full Control, Simple Setup One of Better Lobby’s biggest strengths is flexibility. Admins can set branch hours, manage holidays, adjust services, and control user access—all from one centralized dashboard. Compliance and customization made easy. The Meeting Queue Module: A Vision for the Future Looking ahead, imagine branches serving as gateways for remote financial expertise. With Better Lobby’s Meeting Queue module, members can walk into their local branch and connect with a remote loan officer, mortgage specialist, or financial planner via secure video. Credit unions can serve every market without needing every specialist at every branch. Key Takeaway: Harmony Wins Self-service and branches aren’t opposites—they’re partners. Members expect the freedom of digital and the trust of in-person service. Better Lobby helps credit unions deliver both, in harmony. Branches aren’t dying—they’re evolving. With the right tools, they become smarter, more efficient, and more valuable than ever. The following section is the original post from September 2015. While some product names and screenshots may be outdated, we’ve kept it here for historical reference. The CEO of a giant Spanish bank recently was quoted as stating that branches give traditional financial institutions an edge over big consumer tech companies such as Apple, Facebook, Google and Amazon. Banco Santander plans to continue to invest in their retail presence while simultaneously setting a target of moving of its customers to online banking channels over the next two years from a current base, according the Financial Times. Looking further, it is not hard to imagine many branches being used to provide video enabled remote financial advice and assistance. Video conferencing systems are coming down in price, just as high speed bandwidth becomes both more accessible and affordable. To support this branch innovation, we developed Meeting Queue Module for Better Lobby to help connect visiting members to remote staff experts. Using this approach, credit unions can provide full support to any local market without the need for expert staff to be physically present at each branch. Key Takeaway: All delivery channels must work in harmony to deliver the convenience that your credit union members demand. Top notch self-service capabilities should complement a great branch experience – they are not mutually exclusive.
Video banking complements branch banking
[Updated September 2025] Speaking to a financial expert face-to-face has always been one of the most important moments in a member’s financial journey. Whether it’s applying for a mortgage, financing an auto loan, or making a big investment decision, members want advice they can trust. Traditionally, that meant coming into a branch during business hours and sitting across the desk from a staff member. But times are changing. Video banking is quickly becoming a standard service—not a futuristic perk. Barclays in the UK made headlines years ago for rolling out video banking platforms that let customers connect with banking experts right from their mobile device or desktop. Coutts, a private bank, went even further, piloting a system that lets customers invite multiple advisors or even external professionals into the same video session. These examples showed early on what was possible: combining digital convenience with the personal connection members value most. The Shift to Member-Controlled Convenience Members today expect flexibility. They want the reassurance of a real conversation, but they don’t want to be restricted by branch hours or physical location. Video appointments make it possible for someone to talk to a mortgage specialist during their lunch break, or for a small business owner to connect with a credit union advisor without leaving their office. Better Lobby takes this concept and brings it directly into the credit union world with its Video Appointment Module. Instead of relying on third-party apps or clunky plug-ins, the video experience is built right into the appointment system. Members can book an in-branch, phone, or video appointment using the same interface. For staff, it’s seamless: scheduling, notifications, and service tracking all happen in one place. How Better Lobby Video Appointments Work Scheduled Video Meetings: Members book a time online, through the branch, or via call center, just like a regular appointment—but meet virtually. Branch-to-Branch Video: A member in one location can connect to an expert in another branch, removing the need to have specialists everywhere. On-Demand Video Meetings: Members join a virtual lobby and connect with staff when available—ideal for quick needs that don’t require travel. This flexibility helps credit unions scale expertise. Instead of staffing every branch with a mortgage or investment specialist, one expert can serve multiple locations through video. That not only improves access for members but also makes staffing more efficient. Why It Matters for Credit Unions Credit unions compete on relationships. Members expect personal service, but they also expect convenience. Video banking bridges those expectations, giving them both. It’s also a powerful way to reach younger members who are comfortable with video calls but still want human advice when making financial decisions. And here’s the bigger picture: Better Lobby’s video features don’t stand alone. They integrate with appointments, lobby management, kiosks, and online queues. That means the entire member journey—from booking to check-in to meeting—flows together smoothly, whether it happens in person, on screen, or both. Key Takeaway Video banking is no longer optional—it’s essential. Members want the trust of a face-to-face meeting and the flexibility of digital channels. With Better Lobby’s integrated Video Appointment Module, credit unions can deliver both: building stronger relationships, reaching more members, and competing effectively in a world where convenience rules. Branches plus video = the future of member service. The following section is the original post from Febuary 2015. While some product names and screenshots may be outdated, we’ve kept it here for historical reference. Speaking to a financial expert face-to-face is an essential step in any member’s financial life, particularly when it relates to high value services and big financial decisions such as mortgages and auto loans. Video conferencing is growing in credit union branches and some FIs are even taking it to another level and allowing consumers to arrange meetings via their PCs or mobile devices. Case in point: Barclays Video Banking in the UK follows on from the success of video technology available in a number of UK branches by rolling out of face-to-face video platforms to connect customers to banking experts from their mobile or desktop. Key Takeaway: Video banking gives members the chance to combine the confidence they get from a face-to-face meeting with the convenience of scheduling and holding those meetings on their own terms.
Why Mobile Appointment Booking Is the Fastest Way to Modernize Your Branch
[Updated August 2025] Despite years of predictions about the “death of the branch,” a new report by Celent suggests otherwise: ✅ 40% of financial institutions plan to add branches ✅ 33% expect no change in branch count ❌ Only 25% expect a decline Branches are here to stay—but the way they function is changing. Today’s credit unions are challenged to create a seamless connection between digital and in-branch experiences. But there’s a gap between ambition and execution. Celent found that few financial institutions offer: Online discounts or rewards Video or text chat options And even fewer—online/mobile appointment booking Enter: Better Lobby’s Appointment Tools Of all the digital upgrades, appointment scheduling is one of the fastest, easiest, and most cost-effective ways to: ✅ Boost branch sales✅ Improve member service✅ Enhance staff efficiency✅ Link your digital channels to your physical branches With Better Lobby’s Appointment Booking Tools, members can schedule from their phone, tablet, or desktop—and staff can prepare in advance for every meeting. Want to improve both your digital presence and your branch performance?Start with online appointment booking—it’s the bridge your credit union needs. Key Takeaway:Branches aren’t going away, but expectations are rising. With Better Lobby, you can modernize your member experience today—without overhauling your entire tech stack. The following section is the original post from June 2015. While some product names and screenshots may be outdated, we’ve kept it here for historical reference. Celent has released a new report, titled, Retail Banking Channel Systems in North America: The Quest for Omnichannel Continues. In it, their survey reveals some interesting branch trends in North America: a third of surveyed FIs expect no change in branch count over the next five years, 40% expect a net add in branches, just 25% of FIs forecast a decline in branch count. It appears that the branch is far from “dead”! Of course, they also found that most FIs are actively looking to expand their digital offerings, and actively engage consumers via online and mobile channels. Yet the research firm believes that capabilities are lagging these desires. Case in point: 1) less than one in five FIs offer shopping coupons, discounts, or rewards programs online; 2) fewer offer text or video chat options; and 3) fewer still offer online/mobile appointment booking. Key Takeaway: Of the 3 points listed above, online/mobile appointment booking presents the easiest path to driving branch sales, boosting member service levels, improving staff productivity, and creating a positive link between your branches and your digital channels.
Transforming Branch Experiences: The Power of Video in Credit Unions
The financial industry has witnessed significant transformations over the years, with technological advancements reshaping the way financial institutions interact with their clients and members. One notable trend that has emerged is the integration of video technology within branch operations. In this article, we explore the various uses of video in credit union branches, highlighting its role in enhancing customer service, efficiency, and overall member experience. Video Technology in Branch Operations In her article “Makeovers Turn Out Smaller, Sleeker, Smarter Branches” published in American Banker, Mary Wisniewski discusses the adoption of video technology in modern branches. This innovative approach allows credit unions to leverage video for teller and platform services, facilitating a more streamlined and personalized interaction with members. Enhancing Customer Service Video technology enables credit unions to provide members with access to knowledgeable staff and specialized services regardless of branch size or location. Through video conferencing capabilities, members can connect with remote experts and advisors, receiving real-time assistance and guidance on various financial matters. This personalized support contributes to enhanced customer satisfaction and loyalty. Improving Operational Efficiency By integrating video technology into branch operations, credit unions can optimize resource allocation and improve efficiency. Video tellers allow for centralized transaction processing, reducing the need for multiple staff members at individual branches. Additionally, video platforms enable seamless collaboration between branch personnel and remote teams, facilitating smoother workflows and faster decision-making processes. Expanding Accessibility One of the key benefits of video technology is its ability to extend the reach of credit union services to underserved or remote communities. Through video-enabled branches or shared branch networks, members can access a wide range of financial services without the need to travel long distances. This expanded accessibility promotes financial inclusion and strengthens the credit union’s presence within its community. Creating Personalized Experiences Video technology empowers credit unions to deliver personalized experiences tailored to the unique needs and preferences of each member. Whether it’s connecting with a familiar face through video teller services or receiving customized financial advice from remote experts, members feel valued and supported throughout their interactions. This human touch fosters stronger relationships and builds trust between the credit union and its members. Embracing Innovation for Future Growth As credit unions embrace digital transformation, the strategic use of video technology emerges as a key differentiator in the competitive landscape. By leveraging video for customer service, operational efficiency, and member engagement, credit unions can position themselves for future growth and success. Through continuous innovation and investment in technology, credit unions can meet the evolving needs of their members while staying true to their mission of serving the community. Key Takeaways The integration of video technology represents a significant milestone in the evolution of credit union branches. By harnessing the power of video for customer service, efficiency, and accessibility, credit unions can create meaningful experiences that resonate with members. As technology continues to evolve, credit unions must remain agile and proactive in adopting innovative solutions that enhance the overall branch experience and drive long-term success.
Why Credit Unions Are Creating Dedicated Video Meeting Rooms
In today’s world, flexibility is everything. That’s why more and more credit unions are setting up dedicated video meeting rooms—private, comfortable spaces where members can connect with staff through a secure video call. Whether they’re signing documents, asking about loans, or getting help with an account, these video rooms make it easy for members to get personal service—even if the staff member is at a different branch. What Are Video Meeting Rooms? A video meeting room is a small, quiet space inside a credit union branch where members can have a face-to-face video call with staff. These rooms are designed for: Signing documents electronically Getting personal help from remote staff Meeting with staff at another branch Private conversations without distractions Some credit unions also use these rooms when staff are working from home or from another part of the building. How It Works with Better Lobby Better Lobby’s Flexible Branches Video Module makes it easy to connect members to staff anywhere. Here’s how it works: Member checks in for a video appointment using a kiosk or mobile device. Better Lobby adds the visit to the queue and sends them to the video room. Staff member at another branch (or even another city) joins the video call. They meet securely and can even share and sign documents in real time. It’s fast, safe, and keeps your operations running smoothly—even when you don’t have every service at every location. Why Credit Unions Love Video Rooms 1. More Service Options:Members can talk to loan officers, new account reps, or specialists—even if they’re not in the building. 2. Save on Staffing:No need to have every expert in every branch. Share staff across locations using video. 3. Better Member Experience:Members get help right away, and don’t have to wait for someone to become available locally. 4. Great for Signatures and Secure Docs:The rooms are set up for privacy, so members feel safe signing or sharing important information. Meet the “Branch of the Future” Video rooms help your credit union feel modern and member-friendly. They support both convenience and personal service—something that’s hard to do in traditional lobby setups. And when paired with Better Lobby’s new video room feature, your staff will have all the tools they need to manage, schedule, and run video appointments smoothly. Key Takeaway about Video Meeting Rooms Dedicated video rooms are a smart, easy upgrade that helps credit unions do more with less. With Better Lobby’s video tools, you can turn one branch into many—connecting members to the right person, at the right time, no matter where they are. Ready to explore video meeting rooms for your branch?Better Lobby makes it simple. Let’s talk. Request a demo
The Rise of Contactless Credit Union Services: What Members Expect in 2026
In the last few years, credit union members have gotten used to doing things quickly and safely—often without touching a screen or waiting in line. What started as a response to the pandemic has now become the new normal. Technology offers people the ability not to touch public surfaces. For example, some faucets and sinks are automated and do not require touch. This is a new expectation and now you can offer contactless credit union services Today, people expect contactless service. They want to check in with a QR code, get updates on their phone, or meet with staff through a video call. For credit unions, keeping up with these expectations means offering more flexible, no-touch options that respect people’s time, health, and needs. In this blog post, we’ll look at why contactless technology is here to stay, how members use it, and how Better Lobby helps credit unions deliver the smooth, modern experience members want in 2026. Why Contactless is Here to Stay Over the past few years, the way members interact with credit unions has changed—fast. What started as a safety measure during the pandemic has now become something people expect: convenient, contactless service. Many members now prefer low-contact options like checking in with their phones, booking appointments online, or meeting by video. These aren’t just high-tech upgrades—they’re ways to make visiting the credit union feel easier, faster, and more comfortable. Contactless tools do more than just reduce germs. They also: Improve accessibility for people who may have mobility or sensory challenges Reduce waiting and touching shared surfaces Speed up service by letting members take action before even walking through the door Members have spoken—contactless service isn’t just nice to have, it’s expected. And with Better Lobby, credit unions can meet those expectations without sacrificing the personal service members still want. Up next, we’ll explore how QR Code Kiosks are making check-ins easier than ever. QR Code Kiosks – Touch-Free Check-In Better Lobby’s QR Code Kiosk makes it easy for members to check in without touching anything but their own phone. When members walk into a branch, they simply scan a QR code displayed at the entrance or service desk. This takes them to a secure check-in form they can fill out on their personal device—fast, safe, and completely touch-free. Why Members Love It: No need to touch shared screens Quicker check-in means less time waiting Reduces lobby congestion, especially during busy hours Credit unions love it too! The QR code screen is customizable, so it can match your branding with your logo, colors, and even a custom message. You can also set a proximity limit to make sure only members who are actually near the branch can check in—adding an extra layer of security. It’s a simple tool with a big impact—making service faster, safer, and smoother for everyone. Up next, we’ll look at how remote appointments are giving members even more control and convenience. Mobile Check-Ins – Control in the Member’s Hands With Better Lobby, members can check in right from their phones—whether they have an appointment or are using the online queue. If a member booked an appointment, they’ll get a link by email or text. When they arrive, they just tap the link to check in—no need to wait in line. If they’re using the online queue, they’ll receive a “parking lot check-in” text with a link. From their car or nearby, they can check in without stepping into the branch until it’s their turn. Members also get real-time updates about their place in line and how long they might have to wait. This makes everything feel more predictable and less stressful. Why it matters: More control for members Less guesswork and frustration Clear, transparent service experience Mobile check-ins put the power in your members’ hands—and help your staff stay organized and ready to serve. Next, we’ll explore how remote appointments are adding even more flexibility to the credit union experience. Remote Appointments – Meet Anywhere Not every member can make it to the branch—and that’s okay. With Better Lobby, your credit union can offer remote appointments through video or phone calls, making it easier than ever to stay connected. This option is perfect for: Working members with busy schedules People in rural areas far from a branch Members with mobility challenges who prefer to stay home Remote meetings are built right into Better Lobby’s appointment system. Members choose the type of meeting they want—in-person, video, or phone—when booking. Staff are automatically notified and can prepare just like they would for an in-person visit. Why members love it: No need to drive or wait in line Same great service—just more flexible Secure and easy to use Remote appointments let your credit union meet members wherever they are—at work, at home, or on the go. Up next, we’ll look at how secure digital documents keep the experience fast and paper-free. Conclusion: A Long-Term Shift, Not a Temporary Fix Contactless Credit Union Services isn’t just a short-term trend—it’s a permanent change in what members expect. What started as a safety measure during the pandemic has become the new standard for convenient, flexible, and accessible service. Credit unions that offer QR code kiosks, mobile check-ins, and remote appointments aren’t just keeping up with technology—they’re showing members that they listen and care about their preferences. Now is the time to ask:Is your branch ready for the contactless future? Better Lobby makes it easy to take the next step. With flexible tools that fit your needs, you can provide a faster, safer, and more member-friendly experience—starting today. Key Takeaways for Contactless Credit Union Services Contactless services like QR check-ins, mobile updates, and video meetings make branch visits faster, safer, and easier. Credit union members now expect these options—it’s no longer just a “nice to have.” Better Lobby gives credit unions the tools to offer a modern, flexible, and welcoming experience—whether in person or online. Request a demo
Retaining the Human Touch in Digital Banking
In a recent article in Technology Record magazine, there was an interesting discussion on how digital-first […]
Harnessing the Power of Video Meetings: Enhancing Member Engagement through Efficient Meeting Coordination
As the banking landscape continues to evolve, financial institutions are increasingly turning to video banking as a means of expanding customer engagement and driving operational efficiency. Leading analyst firm Celent emphasizes the importance of embracing video banking to remain competitive and retain customers. In this article, we delve into the significance of video banking and explore the role of efficient meeting coordination in maximizing its benefits for credit unions and their members. Embracing Video Banking Video banking offers financial institutions the opportunity to enhance customer engagement and convenience through virtual interactions. With the ability to connect with members remotely, video banking expands the reach of branch services while providing a cost-effective solution for institutions. By leveraging video technology, credit unions can offer personalized support and expert guidance to members, regardless of their location. The Importance of Meeting Coordination However, the successful implementation of video banking requires careful coordination, particularly when conducting video meetings with product specialists or expert staff. Efficient scheduling and management of these interactions are essential to ensure a seamless and satisfying experience for both staff and members. Recognizing this need, our Branch Video Meeting Queues solution was developed to streamline the process of connecting expert staff with branch visitors via video. Introducing Branch Video Meeting Queues The Branch Video Meeting Queues module is designed to simplify and expedite the scheduling and execution of video meetings within credit union branches. By seamlessly integrating with existing systems, this solution enables credit unions to efficiently manage member interactions while optimizing staff utilization and reducing branch costs. With features tailored to the unique needs of credit unions, such as member service management components, Branch Video Meeting Queues fill the gap left by traditional video conferencing systems. Maximizing Member Service Management One of the key benefits of the Branch Video Meeting Queues module is its focus on member service management. By providing credit unions with the tools to effectively schedule, track, and monitor video meetings, this solution ensures that members receive the attention and assistance they deserve. From appointment scheduling to post-meeting follow-ups, Branch Video Meeting Queues enhance the overall member experience and foster stronger relationships between credit unions and their members. The Role of Efficient Scheduling Software For credit unions considering the adoption of video banking, the role of efficient scheduling software cannot be overstated. Effective management of video meetings is essential to maximizing the benefits of this technology and delivering exceptional service to members. By investing in a comprehensive scheduling software package, credit unions can streamline meeting coordination, optimize staff resources, and elevate the overall branch experience. Key Takeaways Video banking holds immense potential for credit unions seeking to enhance member engagement and drive operational efficiency. However, the success of video banking initiatives hinges on efficient meeting coordination and management. With solutions like Branch Video Meeting Queues and robust scheduling software packages, credit unions can harness the power of video banking to deliver personalized service, increase staff utilization, and reduce branch costs. By embracing video technology and investing in efficient meeting coordination tools, credit unions can stay ahead of the curve and meet the evolving needs of their members in today’s digital age.
Video Meeting Solutions for Remote Banking Services
In the digital age, remote banking services are more than a convenience—they are a necessity. With the rise of video meeting solutions, financial institutions can offer personal, real-time services to their customers regardless of geographic barriers. This article explores the integration of video meeting solutions into remote banking services, highlighting their benefits, implementation strategies, and best practices. Introduction to Video Meeting Solutions in Banking What Are Video Meeting Solutions? Video meeting solutions involve software platforms that enable virtual face-to-face interactions between bank staff and customers using video calls. These platforms are designed to simulate an in-branch experience, providing personal customer service without the need for physical presence. Why Incorporate Video Meetings in Banking? The adoption of video meeting solutions allows credit unions and banks to extend their reach, offer extended service hours, and improve customer satisfaction by providing convenient, immediate banking assistance. Benefits of Video Meeting Solutions Expanding Accessibility Imagine talking to your credit union manager or loan officer from your living room or while at a park. Video meetings make this possible. You don’t need to travel to a branch, which is great if you live far away or find it hard to move around. This technology lets you connect with your credit union no matter where you are, just like video calling your family. Good to Know: You can use any device with a camera, like your smartphone or tablet, to start a video meeting with your credit union. It’s just like making a video call to a friend! Enhancing Customer Experience Have you ever wished that banking felt more personal? Video meetings help make this happen. When you can see and talk to someone face-to-face, even through a screen, it feels more friendly. Credit unions can give you advice, help solve your problems, and really get to know you through these video chats. This makes you feel valued and builds trust, making you more likely to stick with your credit union. Good to Know: Some credit unions even let you schedule video meetings ahead of time, so you can plan when to discuss important things, just like setting up a coffee date. Operational Efficiency Think of how much time you spend traveling to a branch and waiting for your turn. Video meetings cut all that out. They save money for credit unions because they need less space and fewer resources like electricity and furniture. They also make things more efficient by letting staff talk to more members in less time, without anyone having to travel. Good to Know: Credit unions that use video meetings can sometimes help you faster and more often because their staff isn’t tied up with only the people who walk into a branch. Implementing Video Meeting Solutions in Banking Choosing the Right Platform When your credit union starts using video meetings, the first big step is picking the right platform. There are many video conferencing solutions. This is super important because it needs to be safe, work well, and follow strict rules set by people who watch over privacy and security in banking. You want a system that keeps all your chats private (that’s what end-to-end encryption does), is easy for everyone to use, and works well with the computer systems the credit union already has. Training and Adoption Just having the tools isn’t enough. Everyone needs to know how to use them. Credit unions should teach their staff how to use video meeting tools so they can help you best. And for members like you, they should make easy guides or maybe even quick video tutorials that show you how to start a video call. This makes sure everyone feels okay using the new tech. Good to Know: Some credit unions might offer a demo video call when you first try out their service, so you can learn by doing without the pressure of an official appointment. Marketing the New Service It’s not enough to just have video meetings available—you have to let people know about it! Credit unions should tell their members all about their new video meeting options. They can send emails, post on social media, or even put up signs in branches. This helps you and others learn about how you can talk face-to-face with credit union staff from anywhere, all through video! Good to Know: Look out for special promotions or informational webinars that introduce how to use video banking. Joining these can sometimes give you helpful tips and maybe even perks for using the new service. Best Practices for Video Meeting Solutions in Banking Maintain High Security Standards When we talk about video meetings in banking, keeping things safe and private is super important. Banks need to make sure they use really strong security steps to keep your info safe during video chats. This means using tough-to-crack security stuff and keeping their systems updated all the time so no bad guys can sneak in. Good to Know: Always check for a little padlock icon in the address bar of your video meeting platform to ensure the connection is secure. Ensure High-Quality Video and Audio Nothing is worse than a video call where you can’t see or hear the other person well, right? That’s why banks should use really good cameras and microphones. This makes sure you can see and hear everything clearly, making the chat feel more like a real face-to-face meeting. Good to Know: If you’re preparing for a video meeting, finding a quiet spot and using headphones can really help make the conversation clearer. Schedule Flexibly People are busy, and everyone has different schedules. Banks can make it a lot easier by letting you choose times for video meetings that work best for you. This way, whether you’re an early bird or a night owl, you can find a time that fits your life without having to rearrange your whole day. Good to Know: Many banks now offer booking through an app or website, where you can see all available times and book your
The Future of Banking: How Credit Unions Can Stay Competitive with Innovative Tech
In today’s fast-evolving financial landscape, credit unions are finding it increasingly crucial to adapt and innovate to meet the growing expectations of their members. The adoption of advanced technology not only enhances operational efficiency but also significantly boosts member satisfaction and retention. This blog explores essential technologies such as online queuing systems, video meeting platforms, and advanced mobile banking features that are reshaping the future of banking. By integrating these innovations, credit unions can stay competitive and relevant in the digital age, ensuring they not only meet but exceed member expectations. The Importance of Staying Competitive with Innovative Tech In the financial sector, credit unions face a unique set of competitive pressures. Unlike large banks with vast resources at their disposal, credit unions often operate with more limited budgets and must find innovative ways to attract and retain members. This dynamic landscape demands agility and forward-thinking strategies to stay relevant and competitive. Navigating Competitive Pressures Credit unions are not just competing with other local or national credit unions but also with major banks, fintech startups, and online financial service providers. These competitors often deploy cutting-edge technology solutions to improve their services and efficiency, setting high standards for member expectations. Credit unions, therefore, must adopt strategies that leverage technology to match or exceed these offerings to maintain their member base and grow. Technology as a Differentiator Technology can be a significant differentiator in the crowded financial marketplace. For credit unions, adopting innovative tech solutions isn’t just about keeping up with competitors; it’s about creating unique value propositions for their members. Technologies that streamline operations, such as online queuing systems, not only enhance efficiency but also drastically improve the member experience by reducing wait times and adding convenience. Similarly, video meeting platforms can extend the reach of credit unions beyond their physical branches, offering members the flexibility to engage with financial advisors from the comfort of their homes or on the go. This level of accessibility is particularly appealing to younger members who prefer digital interactions and value the convenience of remote banking services. Moreover, integrating advanced technologies helps credit unions collect and analyze data to understand member needs better and tailor services accordingly. This data-driven approach can lead to more personalized member experiences, increasing satisfaction and loyalty. In conclusion, for credit unions, staying competitive in today’s financial landscape means embracing the role of technology not only as a tool for operational efficiency but also as a cornerstone for member engagement and satisfaction. By doing so, they position themselves as progressive, member-focused institutions ready for the future of banking. Key Technologies Driving Change As credit unions navigate the rapidly evolving financial landscape, several technologies are proving instrumental in transforming their operations and member services. Let’s explore how online queuing systems, video meeting platforms, and mobile banking enhancements are driving this change. Online Queuing Systems One of the most impactful technologies for credit unions today is the online queuing system. This technology allows members to reserve their spot in line before they even arrive at the branch, significantly reducing physical wait times and enhancing the overall service experience. The ability to manage queue times effectively not only streamlines branch operations but also improves member satisfaction by respecting their time and commitments. Furthermore, this system provides valuable data that can help credit unions better understand peak times and member flow, allowing for more efficient staff allocation and resource management. Video Meeting Platforms Video meeting platforms have revolutionized the way credit unions interact with their members. These tools extend the reach of credit unions, allowing them to offer personal, face-to-face service without the need for members to visit a branch. This is particularly beneficial for members who live far from branches or have mobility issues. Video meetings are not just a convenience; they are a necessity in today’s digital world where consumers expect flexibility and accessibility. They allow for consultations, document sharing, and even complex financial advisory services to be conducted remotely, providing a seamless and secure member experience. Mobile Banking Enhancements The surge in mobile banking technology has brought numerous enhancements that are critical for credit unions aiming to stay competitive. Innovations in mobile platforms now offer more than just basic transaction capabilities; they include features like biometric security, personalized financial insights, real-time notifications, and more. These enhancements not only improve the security of mobile banking transactions but also enhance the user experience by making banking more intuitive, personalized, and accessible at any time. Advanced features such as mobile check deposit, instant block/unblock features for lost cards, and customized alerts add layers of convenience that appeal to tech-savvy consumers. Implementation Challenges and Solutions Adopting new technologies can revolutionize the way credit unions operate and serve their members, but it often comes with its own set of challenges. Understanding these obstacles and how to effectively overcome them is crucial for a smooth transition and successful implementation. Common Obstacles Credit Unions Face When Adopting New Tech Resistance to Change: One of the most significant barriers is the natural resistance to change from both staff and members. People are generally accustomed to their routines and might be skeptical about new systems and processes. Integration with Existing Systems: New technologies must work seamlessly with existing legacy systems, which can be complex and time-consuming. Integration issues can lead to operational disruptions and user frustration. Training and User Adoption: Ensuring that all staff are adequately trained and comfortable with new technology is essential. Poor training can lead to low adoption rates and not utilizing the technology to its full potential. Cost Constraints: Budget limitations can restrict the ability to adopt the best solutions or implement them in the most effective way. This can result in partial deployments that fail to deliver expected benefits. Security Concerns: With any new technology, especially those involving data transfer and online interactions, there are significant security concerns that need to be addressed to protect member information and comply with regulations. Strategies to Overcome These Challenges Comprehensive Change Management: Implement a robust change management strategy
Maximizing the Benefits of Video Meetings for Credit Unions
In today’s digital age, credit unions are uniquely positioned to enhance member engagement and satisfaction through video meetings. The Better Lobby Flexible Branch Video Module offers an innovative solution, allowing members to connect with credit union staff from anywhere. This capability is not just a convenience; it’s a game-changer in personalized banking services. Let’s explore how credit unions can fully leverage this technology to maximize its benefits, ensuring the link for video appointments is highly visible, effectively communicating the availability of video meetings, and maintaining sufficient staff for on-demand and scheduled video interactions. 1. Prominently Display the Video Meeting Link Ensuring that the link for members to book video appointments is highly visible is key. Place this link strategically on the main menu or the homepage of your website where it is easily accessible. This reduces friction and makes it effortless for members to schedule appointments, leading to increased engagement and satisfaction. 2. Inform Members About Video Meeting Options Communication is critical. Make it a point to inform members about the availability of video meetings while they are in the branch. This can be achieved through digital signage, brochures, or by training staff to notify members during regular interactions. Highlighting this option caters to those who prefer digital interactions and enhances convenience. 3. Staff Availability for On-Demand and Scheduled Video Meetings It is essential to ensure that there are dedicated staff available to handle both on-demand and scheduled video meetings. This means having trained personnel ready to connect with members at designated times, which helps in managing member expectations and delivering a seamless service experience. Credit Unions who utilize the video on-demand option and create an amazing member experience have staff dedicated to monitoring the on-demand virtual lobby. Branches that have low face-to-face traffic are ideal to monitor the virtual lobby, turning a low-traffic branch into a high-traffic virtual branch. 4. Utilize Helpful Information Related to this Appointment Topic Setting up helpful information related to the appointment topic helps members when they book the appointment and lets them know how they should be prepared for the video appointment. It gives both staff and members a clear understanding of what will be discussed, which helps in keeping the meeting concise and focused. You could also include information about the process (loan application, mortgage application, opening a new account, etc), this can be simple bullet points or a detailed plan, depending on the complexity of the topics to be covered. 5. Follow-Up Communications After a video meeting, sending a follow-up email can make a big difference. This email should thank the member for their time, summarize the discussion points, and outline the next steps. This not only reinforces the credit union’s commitment to member service but also ensures that both parties are on the same page moving forward. Key Takeaways about Video Meetings for Credit Unions Embracing video meetings is more than just adopting new technology; it’s about transforming the member experience. By making video meeting links easily accessible, informing members proactively about their meeting options, and ensuring staff availability, credit unions can provide a seamless and enriched service experience. This approach not only meets the evolving expectations of members but also sets the stage for deeper engagement and loyalty. As we continue to navigate a digital-first world, the integration of such technologies will be crucial in keeping credit unions at the forefront of customer-centric innovation.
Solarity CU Embraces an Omnichannel Strategy
Solarity Credit Union has transitioned its six traditional branches into teller-less consultative facilities featuring smart ATMs and video conferencing. The Yakima, WA-based credit union also uses remote video to serve members. Mina Worthington, President and CEO of Solarity, observes that “people would much rather meet with you via video than get in their car and have to drive to you and find parking, especially in metro areas.” Even with a deep commitment to digital banking, Solarity Credit Union remains a firm believer in branches. “Consumers want everything,” says Worthington. “They want the ‘Amazon experience’ online; they want you to have physical facilities as well….” Key Takeaway: This strategy of blending the digital with the physical is sometimes called “omnichannel.” Here at Better Branches Technology, we are at the forefront of providing leading edge software that supports credit union omnichannel visitor management strategies.
Taking a Consultative Approach
In a recent Banking Exchange article, this question was posed: Can education and consultations really keep traditional FIs competitive? The author states that the answer is a definitive Yes. He points to Best Buy as a real-world example. In a successful effort to differentiate themselves from Amazon and other pure online retailers, the electronics vendor introduced an advisor program in 2016 for free in-home consultations. This decision ultimately helped Best Buy built trust and loyalty that continues to help keep the company healthy today. Key Takeaway: As branch transactions continue to decline, the need for personalized advice and consultation continues to grow. Whether in-branch (via appointments or walk-in) or by Video (appointment or unscheduled), Better Lobby Solution makes it easy for CUs to hold productive and consultative member visits in whatever channel the member desires.
Video banking is becoming mainstream
AT&T introduced the Picturephone way back in 1964 at the New York World’s Fair, but video calling would not move into the mainstream until Skype came out in 2003. Video banking has also been around for many years, but it wasn’t until the pandemic hit that it became much more commonplace for Americans who suddenly became Zoom knowledgeable. Video banking opens up many possibilities for credit unions to: Deliver better member service Extend operating hours Shorten wait times Make more specialized skills remotely available Key Takeaway: Many members still value face to face contact and video banking steps up to add the convenience of digital face to face meetings that members need.
Digital-First Branch Remodeling
Digital banking practices and credit union branches are 100{91edff4ab0179c213d4d62ccb73735ad51d636906a6f58336791bd911b76df7b} complementary. Without a doubt, branches are enviable assets to online-only neobanks. However, one big question for CUs is how to integrate digital technologies into their lobbies. In a recent article in Banking Dive, an EVP at Mastercard offered these 5 suggestions: touch-screen interfaces staff as tech-enabled concierges video conferencing facial recognition upon arrival immersive virtual reality workshops Our Kiosk module can help with options 1 and 2, while our Flexible Branches Video Meetings module has you covered for option 3. Key Takeaway: When remodeling your branches, you need to carefully consider how to make them more “digital friendly” and we are here to help.
The Hybridization of Digital and Physical Banking
“Hybridization” is a branch strategy that melds in-person and digital banking; some people also call this trend “phygital.” Regardless of the label, it acknowledges that banking channels are not separate and that members want to use online and mobile for certain financial activities (ie, balance inquiries, check cashing and other basic transactions) and in-person for other usually more important and complicated issues (ie, mortgages, investment, all types of lending, etc.). They salient point here is that your members expect that your CU can provide a multitude of ways for them to handle their finances the way that they want to – anywhere, anytime and on their terms. Key Takeaway: Many members have a strong desire for human interaction when it comes to handling their important money concerns, and to help address this need we have developed our online queueing, appointment and video modules to make it as easy as possible for them to meet with your employees.
Branch Makeover Post-Pandemic
Despite the fact that Americans have learned to function without full branches for months during the pandemic, “customers still want to use branches,” says Robert Meara, a senior analyst at Celent. The evolution of branch usage post-COVID is essentially the same as before the pandemic closed lobbies: less transactions and more person-to-person advice. One key difference is that the person-to-person portion now may involve a video meeting. These video consultations can take two forms: 1) use of video-conferencing kiosks or conference rooms located inside branches so that members can talk to financial specialists not based in that particular branch, or 2) remote video from a member’s phone, laptop, tablet or PC. These video meetings can also occur in two ways: 1) unscheduled or 2) via an appointment. Key Takeaway: Our Flexible Branches Video Meetings module easily handles any combination of the above mentioned video scenarios – with no software to download – at a very affordable price point.
The Future of Video Banking
Greg McBride, chief financial analyst at Bankrate.com, says the shift from brick-and-mortar to digital banking channels will help spur more widespread adoption of video banking platforms. Many analysts agree with him and are convinced that video banking will become commonplace for many reasons, but one compelling reason is that some problems can simply be easier to resolve if two people can see each other and share screens. According to McBride, consumers who tend to prefer branches will have the greatest propensity to use video banking platforms, although users in digital- and self-service channels will also leverage video chat if/when they get stuck. Key Takeaway: Many observers predict that video will play an important role in many CUs’ channel delivery plans in the months and years ahead. Our real world experience has already shown that this is not an idle prediction – we have seen rapid adoption of our Flexible Branches video meeting module in 2021.
How Video Banking Can Bolster CUs During Difficult Times
In a recent BizTech article, web editor Keara Dowd stated that FIs that have deployed video banking have seen “direct returns on the investment. That is because video banking helps: increase consumer satisfaction create more intimate service levels increase the view of the CU as an innovative organization provide excellent business continuity Key Takeaway: Video banking is here and now and doesn’t have to be complicated or expensive. Our Flexible Branches video meetings solution supports unscheduled meeting and appointments, does not require any apps or software to be installed for visitors or staff, and is very affordable.
Branch Banking Remains Popular After COVID-19
In a recent poll conducted by Boston Consulting Group, just 3{91edff4ab0179c213d4d62ccb73735ad51d636906a6f58336791bd911b76df7b} of Americans said they would stop using branch banking altogether in response to the coronavirus pandemic. Without a doubt, this means that closing branches would not be advisable. Yet, CUs must seriously rethink how they plan to handle lobby visits post-pandemic. Better Lobby offers may ways to keep your lobbies open – both safely and efficiently: Appointments Online Queuing “Text me when I’m soon to be served” Key Takeaway: Your members expect and want access to face to face meetings. Fortunately there are affordable ways to meet their needs.
Digital & Branches Are Completely Complementary
Over the years, many new banking channels have come on the scene: ATMs, Telephone Banking, Online Banking, Mobile Banking, Video Banking and more. After every advancement, some pundits have always predicted that the latest innovation will replace branches. However, the reality is that new channels have never replaced old channels – they merely add another layer of convenience for the member. It is safe to assume that this multi-channel reality will remain post-pandemic. Banking consultant Dave Martin sums it up nicely: “I believe that customers of well-run financial institutions are going to come out of this period with newfound appreciation for digital and remote channels, while also becoming more grateful for the physical presence of branches and bankers.” Key Takeaway: Digital channel usage is currently accelerating, but branches remain relevant. At Better Branches Technology, we are committed to helping connect all channels so that CUs can continue to deliver great service, however members choose to interact with them.
Flexible Appointment options
In a recent CU Journal opinion piece, Sean Desmond, chief customer success officer at nCino, notes that “credit unions are in a unique position to both help their members during this challenging time and solidify their status as their members’ trusted financial resource for the future.” He recommends that credit unions reach out to members and “proactively contact them to set up virtual or phone counseling appointments. Listen to their concerns and provide a roadmap for their financial future. As their primary financial institution, you are in the perfect position to help guide them toward achieving their short- and long-term financial goals.” Key Takeaway: Appointments can take many shapes: in-person, phone, video from branch to branch and video from the member’s device to the CU (also known as BYOD – Bring Your Own Device.) Regardless of how they are conducted, appointments help underscore that your CU offers a full range of contact options and places a priority on convenient access.
Branches Play a Key Role in Every CU’s Digital First Strategy
NCR’s SVP and General Manager Doug Brown recently observed that “the branch is a digital ecosystem in and of itself and it should be connected to the digital banking, self-service ecosystem.” He is convinced that the branch can play a vital role in the creation of a “digital first” financial institution – and so are we. We have developed three solutions that enable CUs to connect their branches directly to their members’ digital experiences: 1) the Mobile Appointment Booking Tool; 2) Online Queueing; and 3) Video Meeting Queues. Key Takeaway: One of the primary missions of Better Branches Technology is to help bring your CU’s branch experience into the 21st century, and we accomplish this via innovative software that links your digital channels to your branches.
There is Synergy in Blending the Physical and Digital
By some accounts, digital brands with a physical presence grow eight times more quickly. For example, Amazon continues to make a big push into the physical channel – the online giant recognizes that there is synergy in blending the physical and digital, where all touchpoints support each other and understand what role they play. We pride ourselves on providing CUs with the tools that they need to build bridges from their digital channels to their branch network, e.g., our Mobile Appointment Booking Tool and our latest Online Queuing module which enables branch visitors to place their name in the Better Lobby Main Service Queue (for walk-in service) before arriving at the branch so that they spend less time waiting in the lobby for service. Key Takeaway: Your members are increasingly moving their transactional banking to mobile/online banking, yet they still have a huge desire for physical experiences, and this will never change.
Technical Innovation in CU Branches
Codigo, a provider of marketing tools, released research that shows that the number of FIs planning to equip universal bankers (or other staff members) with tablets shot up 25{91edff4ab0179c213d4d62ccb73735ad51d636906a6f58336791bd911b76df7b} in 2017 to 51{91edff4ab0179c213d4d62ccb73735ad51d636906a6f58336791bd911b76df7b} in 2018. Interactive kiosks and interactive teller machines both came in at 44{91edff4ab0179c213d4d62ccb73735ad51d636906a6f58336791bd911b76df7b} in 2018, a ten percentage point increase. Both video conference technology and the trendy “video walls” saw increases (from 13{91edff4ab0179c213d4d62ccb73735ad51d636906a6f58336791bd911b76df7b} to 25{91edff4ab0179c213d4d62ccb73735ad51d636906a6f58336791bd911b76df7b} and from 8{91edff4ab0179c213d4d62ccb73735ad51d636906a6f58336791bd911b76df7b} to 28{91edff4ab0179c213d4d62ccb73735ad51d636906a6f58336791bd911b76df7b} respectively). We are well prepared to help CUs of all sizes, affordably address these important trends: For tablets and kiosks, we offer our Kiosk for Self Check-in and Concierge module that can be used on an iPad, Surface Tablet or touch-screen equipped PC – this software frees visitors to engage in other branch-provided activities with the confidence that staff know of their arrival and that they will be served in the appropriate order. In terms of video meetings, our Video Meeting Queue Module makes it possible to seamlessly manage and serve branch visitors from any video-equipped location. When it comes to “video walls”, we provide CUs with our Branch Service Queue Display module that allows waiting members to know their position in the service queue – it is compatible with a variety of standard flat screen monitors and its appearance can be fine-tuned to meet your operational and branding requirements. Key Takeaway: It is essential that Credit Unions use technical innovation to compete in their local marketplace. Better Branches Technology is here to help.
Mobile Video Banking Ready for Growth
BluCurrent Credit Union’s ($185 million & 22,000 members) five-year-old video banking program has allowed the CU to reduce branch staffing levels by two-thirds and reallocate resources to create a more robust call center and mortgage department. Using a video connection from the credit union’s contact center to the branch kiosks, their experts are able to serve three “desks” across the branch network – all with a typical wait time of under 2 minutes! The next step for the Springfield, MO-based credit union is to launch a mobile video application in partnership with Vidyo and Invo Solutions. Key Takeaway: Whether your credit union is ready for in-branch or mobile video (AKA BYOD, Bring Your Own Device) or both like BluCurrrent, we provide the missing links – an easy way to schedule video appointments, a method to seamlessly manage and serve branch visitors from your video-equipped branches, and coming soon a way to handle BYOD video interactions.
3 Myths about Video Banking
The “3 Myths” article contends that video banking helps credit unions make their products and services more convenient, while simultaneously helping them develop a high tech image. The author discusses 3 common myths around video banking that are holding adoption rates back: Myth #1. No space for video banking Myth #2: Video banking is over complicated Myth #3: Video banking is disproportionately expensive Key Takeaway: We believe that video banking has a bright future which is why we offer credit unions our Better Lobby Video Meeting Queue Module – which provides the member service management component missing from video conferencing systems.
Global Video Banking Survey
Vidyo recently released the results from their Global Video Banking Survey and the data shows that consumers who have experienced video banking want more of it. Whether through online video banking (85{91edff4ab0179c213d4d62ccb73735ad51d636906a6f58336791bd911b76df7b} of consumers said they would use it again) or in-branch video banking (90{91edff4ab0179c213d4d62ccb73735ad51d636906a6f58336791bd911b76df7b} of consumers said they would use it again), consumers find tremendous value in interacting with their financial institutions via video. Our experience working with our CU clients using video concurs with these findings, and also shows that connecting expert staff with branch visitors via video provides a great opportunity to improve member service, increase staff utilization and reduce branch cost. Key Takeaway: Our Better Lobby Video Meeting Queue Module (VMQ) module is perfectly suited to help bring your CU into the video world – whether it is online or in-branch video banking.
Two Types of Video Banking
The widespread popularity of Skype and Facetime show that consumers love video. As far as credit unions are concerned, there are two video categories that they can use to better serve members: in-branch and remote video. Currently, in-branch (which includes kiosks, ATMs or video-equipped rooms within branches and other CU facilities) is the most popular, but some analysts argue that in-branch video is only a temporary solution. They contend that the future lies in the remote delivery of video, AKA Bring Your Own Device (BYOD). Key Takeaway: If your CU is considering adding either in-branch or remote video (or both), we suggest that you look at our Branch Video Meeting Queues module which provides the member service management component missing from video conferencing systems.
Revolutionizing Member Service: The Rise of Video-Only Branches in Credit Unions
In a groundbreaking move that signals a paradigm shift in member engagement, BCU, under the leadership of Chief Retail Officer Carey Price and Chief Information Officer Jeff Johnson, is set to introduce video-only branches. In a recent CUBroadcast interview, Price and Johnson delved into the rationale behind this innovative approach, shedding light on its mechanics, challenges, objectives, and actionable insights for fellow credit unions. Why BCU switched to Video-Only The decision to embrace video as the primary medium for member interactions underscores BCU’s commitment to leveraging cutting-edge technology to enhance service delivery. By bridging the gap between physical and digital channels, video-only branches promise to revolutionize the traditional banking experience, offering members unparalleled convenience and accessibility. So, how exactly will video-only branches function? Price and Johnson elucidated on the operational intricacies, detailing a seamless process wherein members can connect with expert staff remotely via high-definition video conferencing. This virtual interface not only facilitates personalized interactions but also transcends geographical limitations, empowering members to access specialized services regardless of their proximity to a physical branch. Risk and Reward of Video-Only Of course, pioneering such a transformative initiative hasn’t been without its challenges. Price and Johnson candidly discussed the hurdles encountered along the way, from technological integration to staff training. However, their unwavering dedication to enhancing member experience has propelled BCU to surmount these obstacles, paving the way for a new era of member-centric banking. In outlining the goals for their video-only branches, Price and Johnson emphasized a dual focus on member satisfaction and operational efficiency. By leveraging video technology to streamline service delivery, BCU aims to optimize staff utilization, reduce branch costs, and ultimately elevate the overall banking experience for its members.\ Should Credit Unions make the switch to Video-Only? For credit unions contemplating a similar leap into the realm of video banking, Price and Johnson offer invaluable advice gleaned from their own journey. Emphasizing the importance of strategic planning and stakeholder buy-in, they underscored the need for a cohesive vision that aligns with the credit union’s overarching objectives. Moreover, they highlighted the significance of investing in robust technological infrastructure and comprehensive staff training to ensure seamless implementation and sustained success. While video-only branches may represent a bold departure from traditional banking models, they embody the spirit of innovation and adaptation that defines the credit union movement. As credit unions across the industry increasingly recognize the transformative potential of video technology, the stage is set for a renaissance in member service, where personalized engagement knows no bounds. Key Takeaway: The advent of Better Lobby’s Video Meeting Queue Module (VMQ) heralds a new era in member service, extending the reach of credit union branches beyond physical boundaries. By leveraging VMQ, credit unions can seamlessly connect members with expert staff via video conferencing, fostering personalized interactions and optimizing operational efficiency.
Credit unions turn to video
Video interaction services can help enable credit unions to centralize their experts. This technology, which is becoming more affordable and commonplace, allows members to have a lifelike meeting experience with CU employees in smaller branches where it is not feasible to deploy mortgage, investment and other specialized staff. The next step is BYOD (Bring Your Own Device) where credit union employees can interact via video with members not only in the branch, but wherever they happen to be – in the comfort of their home, in their workplace, or even on the go. At Better Branches Technology, we are prepared to assist credit unions with all of these scenarios by helping them utilize scheduled calls, where credit union staff invites a member to join a video meeting at a given date and time. Key Takeaway: Video conferencing helps optimize staffing resources and adds a whole new level of convenience for members.
Video is a key part of the ultimate branch format
Peak Performance Consulting Group, a respected consulting firm that specializes in banking strategy, recently outlined their concept of the “ideal branch.” One of the basic tenets was video: “You need private offices for the universal bankers to have private conversations…. One should have two-way video conferencing capability. When a customer needs to speak with a specialist or universal banker and everyone is busy, you can connect them to another location.” To help accommodate this demand, we recently enhanced our Mobile Appointment Booking Tool to schedule Branch Video Meeting appointments with the same ease as face-to-face meetings. This innovative function seamlessly coordinates both staff (i.e. mortgage lenders, investment/financial planning experts, and consumer lending specialists), and up to two video equipped conference rooms that may be required for the meeting. Key Takeaway: We see video meetings becoming a standard feature at many credit unions in the future, and our Video Meetings Queues is a perfect complement to this service.
Video Banking Proves Popular for BluCurrent CU
BluCurrent Credit Union in Springfield, MO has implemented a popular video conferencing platform that routes calls from their branches to the CU’s member experience center. How popular is it? “Out of a five-point scale, our average rating is 4.5 for a positive experience and 93 percent of members would recommend it, which blew away our expectations,” said a BluCurrent spokesperson. We see video conferencing as a very important up and coming channel for CUs which is why we developed our Branch Video Meeting Queues (VMQ) module. This easy-to-use software allows credit unions to book video conference appointments with both staff members and their accompanying video-equipped meeting rooms. Key Takeaway: Better Lobby VMQ provides the member service management component missing from video conferencing systems, making it possible to seamlessly manage and serve branch visitors from any video-equipped location.
Booking Rooms as well as Branch Specialists
The start of a new year is always a good time for predictions. Jon Voorhees, a consultant with Peak Performance Consulting Group , makes this prognostication for branches: “Customers may be able to communicate with branch personnel via Skype and more banks will also have private soundproof rooms in which customers can have face-to-face conversations with offsite bank specialists via video-conferencing.” We could not agree more, and it is interesting to note that he mentioned rooms as well as specialists. We recently addressed this need with enhancements to our platform that coordinate video conferences for both staff, and up to two video equipped conference rooms that may be required for a meeting. Key Takeaway: Make sure that any appointment booking solution that your credit union considers is capable of booking rooms as well as appointments for your employees.
Technology is great, but sometimes face-to-face is better
In support of their branch network The Nationwide Building Society, a large credit union in Great Britain, is running TV ads with the message: ‘technology is great, but sometimes face-to-face is better’. The synergy between the branch and the digital channels is directly evident: when Nationwide opens a new branch, the number of people using its smartphone app in the area “increases considerably”. The credit union is also currently upgrading their branch network to support video conferencing equipment to connect members with remote financial specialists to offer financial advice. Key Takeaway: We continue to advocate for building bridges between the digital channels and the branch and support that philosophy via modules such as our Mobile Appointment Booking Tool and our Video Meetings Queues.
The Branch of the Future Will Still Be a Branch
Over the years, telephone banking and ATMs were going to replace the branches, then online and mobile banking were pegged as “branch killers.” Members now have more banking options ever – especially when it comes to handling routine transactions and balance inquiries, yet survey after survey shows that consumers in all age groups still value branches. Dave Martin, a long time banking consultant (www.bankmechanics.com), rightfully points out that people “do not really want physical access to branches. They want physical access to bankers. Branches just happen to be where we keep them.” While mobile/online banking, bill pay and ATM networks offer tremendous convenience, they will never replace the personal assistance of a human being at a branch. Key Takeaway: Not much shows that you value your members’ time more than allowing them to book appointments with your staff – this is truly service with a personal touch. We’ve made it easy and affordable to implement one-on-one appointments with your CU’s branch employees by using our Better Lobby Mobile Appointment Booking Tool.