What is video banking?
Bird
Mar 22, 2022
Video
1 min read
Key Takeaways
Video banking connects customers with financial advisors through live video sessions using laptops, tablets, or smartphones—no branch visit required.
Customers can schedule video appointments or join directly via a “click-to-video” button for instant assistance.
Modern video banking differs from older in-branch video kiosks; today it enables fully remote advice from any device, anywhere.
IndusInd Bank pioneered digital video banking in 2014 with its 24/7 “Video Branch,” accelerating global adoption.
Growth in video banking is driven by branch closures, pressure to improve efficiency, and evolving customer expectations for personal-yet-digital experiences.
Video banking helps banks preserve the “human touch” during digital transformation, especially in times when physical interactions are limited.
It’s widely used for complex, high-value customer interactions such as mortgages, wealth management, and business banking.
Video banking boosts conversion rates, reduces meeting times, and strengthens customer relationships by combining personal contact with digital convenience.
Visual tools like screen sharing and co-browsing make complex topics easier to explain, improving clarity and speeding up decisions.
Customers benefit from safer, more convenient financial advice delivered from home; advisors benefit from higher productivity and reduced travel.
Video banking delivers strong satisfaction scores—Bird Video customers report NPS ratings as high as +78.
Leading European banks such as Rabobank, SNS, and Nationwide already use Bird’s video technology for remote financial advice.
Q&A Highlights
What is video banking?
It’s a way for customers to speak with bankers or advisors through live video using any connected device, without visiting a branch.
How does the video banking process work?
Customers schedule or receive an invite, click a secure link at the scheduled time, and join a live video session with an advisor.
How is modern video banking different from older video teller systems?
Older systems required customers to visit a physical branch or kiosk. Today’s video banking lets customers connect fully remotely from home or on the go.
Which bank first introduced fully digital video banking?
IndusInd Bank was the first, launching its 24/7 “Video Branch” service in 2014.
Why has video banking grown so quickly?
Branch closures, demand for efficiency, and customers’ desire for personal guidance—even online—have accelerated its adoption.
What banking scenarios benefit most from video calls?
Complex or high-value interactions like mortgage applications, investment discussions, and business banking consultations.
How does video banking improve customer satisfaction?
It combines convenience with personal interaction—Bird Video clients report NPS scores up to +78.
Does video banking increase sales performance?
Yes. Human-led video interactions can increase sales conversion rates by up to +33%.
How does video banking reduce time-to-resolution?
Video meetings are up to 30% shorter than in-person sessions, and visual aids help advisors explain topics clearly and efficiently.
How does video banking improve advisor efficiency?
Advisors save travel time, handle more appointments, and resolve issues faster thanks to screen sharing and co-browsing.
Is video banking safe for sensitive financial conversations?
Yes. Sessions take place through secure digital channels designed for confidential financial advice.
Which banks currently use Bird’s video technology?
Major European banks including Rabobank, SNS, and Nationwide use Bird’s video solutions for remote financial advisory services.
Video banking is when customers talk to their bank from home, using their laptop, tablet or smartphone. It uses live video technology to connect a customer with a financial advisor or banker.
The video connection allows banks to offer clients personal financial advice - via a digital channel. And customers can get in touch with a human advisor remotely, when it best suits them.
How does video banking work?
With Video Banking your bank establishes a live video connection between the customer and one of your financial advisors, or agents.
This is how video banking works:
Customers schedule an appointment for video advice on your website
OR advisors plan the video meeting themselves and send the client an inviteYour customer receives an automatic email with a unique access link
When it's time for the video meeting to start, the customer clicks the access link
The video call starts, and establishes a live connection between the customer and the advisor
After the video call finishes, you can ask clients for instant feedback. You get to measure the quality of your video advice, and to track performance on other metrics.
On top of scheduled video advice, you can also offer clients a click-to-video button to instantly start a video call on your website, or escalate to a video call from a current chat or phone conversation.
A new definition of video banking
Why video banking is growing fast
Video banking is growing faster and faster - even since before the COVID-19 pandemic.
That’s because banks are under a lot of pressure to strive for efficiency: branches have been closing and workflows are being digitized. At the same time, customers started showing new behaviours. Customer interaction might be moving to online and away from physical branches, but clients are still looking for personal contact.
To take their Digital Transformation strategy safely through this pandemic, banks are looking for a digital banking solution to solve both of these challenges.
Luckily, digital branches do not have to equal impersonal customer interactions. Banks are looking for a way to incorporate the human touch into their digital transformation, especially in these times when entire branch staff are required to work remotely and consumers worldwide were asked to stay at home more than ever before.
Video banking is a solution for banks to interact with customers safely and digitally, while staying personal at the same time. There are many video banking use cases where remote advice brings value to banks, e.g. mortgage loan applications, wealth management or business banking.
Benefits of video banking
Video banking is an efficient way to offer customers personal financial advice through your digital channels - securely and remotely. This year remote video advice has become the ‘new normal’ in banking.
The default channel for interacting with customers has suddenly shifted from face-to-face in branch to 100% remote and digital. However, 80% of financial institutions were already offering video banking in 2018 or planning to offer it in the near future. That's because unlike face-to-face contact, video banking is safe, efficient and easy to use for both the customer and the advisor.
These are the benefits of video banking to you and your customers:
Offer safe & personal financial advice from the comfort of your customers’ own home
Save travel time for both your clients and advisors
Boost customer satisfaction: clients of Bird Video receive NPS scores of up to +78 for video meetings
Build stronger customer relationships: video banking allows you to personally inform customers on the financial impact of current affairs, like the Brexit or the corona crisis
Increase sales conversion rates by up to +33% because video banking conversations are short but still show a human face
Speed up the sales cycle. Video banking is clearer than a telephone conversation, because visual aids like screen sharing or co-browsing make it easier to explain complex topics
For example, give fast and personal advice on mortgages and loans. Customers can go through the decision process as quickly as possible, which gives you a competitive advantage
Boost efficiency & productivity: video meetings with banking clients are up to +30% shorter than physical meetings
If customers have urgent or more complex question, you can give interactive, personal support - which improves first-time fixes & reduces ticket handling time
How can you use video banking?
At MessageBird Video, we use video banking in the more modern, 100% digital sense. This type of completely remote video advice is now being offered by many more banks. Some major European banks use our video call technology, like Rabobank, SNS and Nationwide.
