Why Video Appointments and Financial Conversations Are a Perfect Pairing


During the pandemic, 50% of all financial institutions’ customer activities switched to digital. And research shows they’re unlikely to switch back—especially from technologies like video. (Source.)

“In member surveys, people were telling us, ‘I meet with my doctor by video now, why can’t I meet with my advisor [that way]?’”

Chrystal Czank, Member Experience Lead, Affinity Credit Union

In fact, 46% of customers will continue talking to advisors over video when branches reopen. Thirty-six percent say video calls are their preferred medium post-pandemic, and 32% say they’ll continue to avoid branches altogether.

But wait—does this mean everything is online only? Hardly. Branches still have a big role to play: Twenty-five percent of customers identify as “phygital”—meaning they want to hop back and forth between the two for services. What clients really crave is the convenience of being able to choose.

Luckily, video can help in all scenarios, whether in-branch or at home. It allows you to accommodate everyone, lets your specialists be everywhere at once, and enhances the client experience.

In this guide, we’ll walk you through building and executing a video banking strategy—from buy-in to rollout—that makes sense for your engagement and growth goals.

What is Video Banking? 

Customers and members can book virtual appointments with your staff via a video call tool and join using a computer, phone, or in-branch iPad. It allows customers or staff to take the call from anywhere, but feels like meeting face-to-face.


Use Cases: Deciding on Your Video Appointment Menu

To start building your strategy, you need to know what you can use video appointments for and which method makes the most sense for your institution.

Meet the Three Video Appointment Formats: In-Branch, Hybrid, and Remote

Video appointments aren’t just for virtual calls. They can also be used in-branch, and across any number of devices. Each format is useful for different situations.

1. In-branch: Dedicated Video Call Booths

2. Hybrid: Employees Onsite, Customers or Members Are Remote

3. Remote: Everyone Meets Virtually

1. In-branch: Dedicated Video Call Booths

Picture a miniature conference room with great lighting and sound, and privacy-safe glass so nobody walking by can peer in. Customers or members can visit one of these at a local branch, where they connect with a specialist anywhere. This saves them a potentially long drive to meet that specialist or a long wait for the specialist to be at their local branch.

Within the booth, everything is adjusted to ensure privacy, professionalism, good audio, and strong internet. Members or staff can reserve these booths online ahead of time.



In-branch call booths with monitors and video appointment booking software. Alternatively, small conference rooms may work. You may also want e-signature and identity verification software.


  • Saves members from having to travel or wait for a specialist
  • Your specialists can “be everywhere”
  • Specialists are freer to plan their day
  • Privacy
  • Consistent, professional setting
  • Verify people’s identity with a scanner
  • Members can get support for video calls if they aren’t tech savvy


  • Requires several 6×6’or 8×8’ spaces
  • People must visit the branch
  • Maintenance and cleaning
  • Upfront investment in technology and hardware

2. Hybrid: Employees Onsite, Customers or Members Are Remote

Hybrid is when your staff is in-branch or at a call center, meeting with a customer or member who’s calling in remotely. This allows your customers ultimate freedom—they can call in from home, their car, or their workplace.

Unlike members, your in-branch staff probably doesn’t need their own video booths. You might allow them to take calls at their desk, or set up their laptop at a dedicated cubicle. To verify customers’ identities, agents will likely need to ask questions or ask members to hold up their government ID to the camera. To skip that step, you could require customers to log into video calls using a single sign-on (SSO) integration with your core banking system.



Employee video call booths or terminals, video appointment booking software, call center headsets, HD cameras, branded digital backgrounds, and possibly e-signature and identity verification software.


  • Customers can call in from anywhere
  • May offer a personal view into clients’ lives
  • Your specialists can “be everywhere” and travel less to other branches
  • Specialists may be able to meet more clients and better plan their day
  • More personal than phone calls or text


  • Employees must still commute to work
  • Noise could be an issue
  • Potentially harder to confirm identities
  • Difficult to control the caller’s experience (their home internet, video, etc.)

3. Remote: Everyone Meets Virtually

With fully remote video appointments, customers can be anywhere, and agents can be nearly anywhere. We say nearly because public spaces with lots of noise such as a cafe aren’t suitable. They’ll come across as unprofessional, and strangers can listen in. It’s best to be very prescriptive with agents about when and where they can take video calls, how they should dress, and whether they should use a branded digital background.



Laptops, video appointment booking software, call center headsets, HD cameras, and branded digital backgrounds. Possibly e-signature and identity verification software.


  • Freedom of mobility and convenience for clients and staff
  • May offer a personal view into clients’ lives
  • Supports “work from anywhere”
  • Able to launch a fully virtual branch, reducing costs
  • Can meet remote members who don’t live near branches
  • Offer services in territories where you have no physical presence


  • Requires employee training on best practices and new tools
  • May require employees to navigate or use multiple apps or systems to deliver a fully remote experience
  • Difficult to control the caller’s experience
  • May need to troubleshoot more technical issues

“Allocate spaces the size of a small office where multiple people (a couple, a parent and child, a member and an onsite specialist) can sit facing a screen at eye level. They can confirm their identity using an ID scanner or biometric pad. Orient the screen to ensure complete privacy, or cover the windows and doors with an opaque film. Pad the room to reduce reverb and echo, and invest in a video appointment software and call equipment interface so simple it needs no explanation.”

Jared Jones, Head of Sales, DBSI

Types of Video Meetings You Can Offer


✅ Member onboarding and account setup

Present a friendly face that’s more memorable than a phone call but more convenient than commuting.


Discuss a specific product, like a loan

Allow customers or members to connect with a specialist for something they already know they need.


✅ Customer support and account questions

Use it for customer support and walkthroughs. Bonus points if you can set up chat-to-video options online.

Walk through a contract before signature

Explain complex topics simply by going over it together on video. (Screen sharing and co-browsing features will be useful.)

Run a virtual workshop or seminar

Offer financial advice and education to build trust with customers and members at scale. (Be sure to check call capacity first.)

1-1 financial health checkups

Help clients discover new products and services. Give advisors personal booking links and promote through email, campaigns, etc.

When NOT to Use Video Appointments

One of the few scenarios where video banking isn’t a fit are services with high-fraud-potential, such as wire transfer or card replacements. Here’s the rule of thumb: If you wouldn’t do it over the phone, avoid doing it over video.


Buy-in: Getting Stakeholders to Drink From the Same Cup

If you’re sold on the idea of video banking—but the rest of your team isn’t yet—this chapter provides talking points for bringing them around.

Video appointments can help different areas of the business achieve their goals:

1. Member/Customer Experience

  • Create more convenient, flexible experiences online and in-branch
  • Maintain or improve one-on-one personal connections virtually
  • Increase satisfaction, NPS, and loyalty—especially among tech-savvy customers and members
  • Better track and understand the customer journey and key touch points

2. Retail Operations 

  • Route clients to the right staff faster
  • Better anticipate branch traffic and staff calendars
  • Expand reach beyond physical boundaries
  • Create a hybrid work environment for certain roles
  • Have clearer data on staff or product performance by location

3. Marketing

  • Embed meeting booking as a specific, trackable call-to-action in campaigns.
  • Easily identify channels, pages, and products that drive conversations
  • Brand virtual engagements so they match in-person experience
  • Better measure campaign ROI

4. Contact Center Operations

  • Offer real-time support virtually
  • Resolve issues faster with on-screen co-browsing
  • Reduce average call time and increase first-call resolution rates, CSAT, and NPS
  • Quickly book appointments with specialists on behalf of clients
Benefits of Video Banking

Share the ways video appointments can impact your institution with internal stakeholders.

1. Meet demands for more convenience and flexibility

Video appointments save customers and members from traveling to a branch and waiting.

They can proactively book a call on their own time and adjust the time if needed—without having to call someone or go back and forth on dates. Plus, they can also meet from anywhere, which is great, not only for those who are busy, but also for those with accessibility or mobility limitations.

“Many of the members that I have worked with expressed appreciation for the option for a video call. It saves them time and allows multiple people to connect from different locations. It allows the personal connection to be made without leaving their office or home.”

Annie King, Mortgage Loan Advisor, Park View Federal Credit Union

2. Enhance the customer or member experience and build stronger relationships.

It’s easier to build stronger relationships with people we can see. Body language and eye contact also play a large role making video more effective than phone calls.

Video appointments create more opportunities for (virtual) face-to-face time with clients, where it’s easier to review documents or next steps because you can share screens.

“We’ve found that some members don’t want to turn their cameras on, but they choose video because they do want to see who they are talking to. It adds a sense of connection and comfort while discussing their finances.” 

Kelley Jacobsen, Vice President, Marketing & Operations, Yolo FCU

3. Increase workforce efficiency.

Video allows in-demand, floating specialists to take appointments from anywhere, so they’re more accessible to clients, no matter which locations they normally serve. This way, clients and staff don’t have to wait for specialists to be at a nearby branch to work with them.

With video, specialists will spend less time on the road—meaning they may gain bandwidth to take on more appointments each day. This can help with productivity as well as retention.

Video banking can also help in-branch or call center staff be more productive. Depending on the software you use, it can be easier for them to find meeting times with specialists (versus going back and forth), and you can record those video calls (or just the audio) for everyone’s training.

“Video banking allows banks and credit unions to serve their entire customer base and have their most in-demand subject matter experts in every single branch—without hiring more people.” 

Jared Jones, Head of Sales, DBSI

4. Create more opportunities for revenue and growth

By making it easier to book appointments, you can expect more appointments, and thus more opportunities to recommend products and services. It also makes it easier to expand your reach into regions where you may not have physical locations yet, since clients can meet face to face with local advisors where there is no branch.

Video also offers casual insight into a member’s life that can lead to growth opportunities. If your agents notice someone thumbing their wedding ring, kids chasing each other, or construction going on in their house, they can infer topics for deeper discussion, like refinancing loans or saving for college.

When a potential member joined a video call and said, ‘I thought I scheduled this with another company,’ the call nevertheless lasted 30 minutes, and she ended up taking out an auto loan. I don’t believe that would have happened had they not been able to see each other face to face.” 

Austin Hopkins, AVP of Premier and Relationship Sales, Teachers Federal Credit Union

5. Improve data tracking and forecasting

Video data can shed more light on client engagement levels and preferences. Because you can see which meetings are being booked from which website pages, and at which branches they’re being booked, you gain a view into your meeting “traffic.” That can help you push meetings from overloaded branches to less busy ones, understand which products people find interesting, and more.

Institutions with an all-in-one video appointment software often find they’re able to more accurately forecast staffing needs, promote products, and gauge meeting close rates.

“At Libro, we were surprised by the initial and immediate uptake of video. Libro users have expressed their enjoyment when using video to meet with coaches. They like that they can do it without needing to travel and that using video was easier than expected.” 

Tasha Newman, Digital Specialist, Libro Credit Union

Handling Common Objections

“We have too many other initiatives and shouldn’t do this now.”

COVID-19 normalized video calling—and as a result, over a third of financial institution customers now expect it as an ongoing option post-pandemic. This is not something we can or should delay any longer, or else we’ll look very behind the times.

“We need flexibility and can’t lock staff into scheduled meetings.”

When financial institutions have a simple way to book and hold to meetings, they no longer have the sort of staffing crises that require extreme flexibility. Staff can also see their meetings in advance, better prepare for each appointment, and be less stressed overall.

“We tried to do video banking once before, and it didn’t work well.”

Did you have the right strategy? Software? Support? And did you make a concerted effort to train employees and customers in its use? The pandemic has fast-tracked how quickly people will adopt new tools. Now is likely a better time to launch than before.

“This’ll take too long or require too many resources.”

There are lots of solutions built to solve this problem (video appointment calls and booking) that can be implemented quickly (in weeks or months, vs years). Some are specifically designed to meet the needs of financial institutions, satisfy their security requirements, and integrate with their existing systems.

“Our customers won’t do this—especially the older ones.”

Research says that 43% of people make video calls daily. And while not everyone will use video, those who do will appreciate it. Most customer bases are equal parts early, middle, and late adopters of technology. If all we do is capture that early third, we’ll have offset a huge number of ad hoc appointments.

“Not all our members use video meetings, but the ones who do truly value the convenience and feel it shows appreciation for their time. Video appointments allow specialists from across the province to collaborate together to serve members. That’s efficient for us, and saves members time.”

Chrystal Czank, Member Experience Lead at Affinity Credit Union


Technology: Choosing the Right Mix of Tools

The single greatest factor that’ll impact your customer or member experience with video appointments is the software you choose.

There are two routes you can take when adopting video call software:

  1. Make a traditional video conferencing tool fit into your current process.
  2. Find an end-to-end video banking solution with all the tools needed to complete appointments and financial transactions.

Video conferencing tools often won’t provide everything you need. It won’t have the pre-meeting booking process, satisfy your security and compliance requirements, or provide workflows for the post-meeting follow-ups.

A video banking software built to handle financial conversations is often a better route. They create convenience at every stage of the video call process, and come with additional features that help you complete transactions from a single screen.

What is Video Banking Software?

Video banking solutions let clients speak ‘face-to-face’ with staff from their phone, laptop, or tablet. This way, your team can offer quality financial services and build relationships from anywhere.

Video banking software is different from video conferencing tools because it offers end-to-end meeting booking and analytics workflows. They send calendar invites, create secure join links, gather client data, verify identity, allow for co-browsing, collect e-signatures, and more. After the call, it saves notes, audio, and transcripts, and sends follow up reminders. Traditional video conferencing would require integrations with many applications to do this.

The End-to-End Video Appointment Solution Process

Top Video Appointment Software Features


🧠 Intuitive design

Flexibility to proactively book a video appointment or reach someone on-demand; Ability to join from a browser (no downloads needed); Screen sharing; Chat.


⚒️ Flexible admin tools

Easy appointment scheduling and join link workflow; Co-browsing; E-signature collection; Branded backgrounds and interface; Note taking.


📊 Analytics and reporting

Tracks data like appointment type, duration, NPS, meeting outcomes; Stores notes and call audio recordings; Filterable reporting dashboard.

🔒 Top-tier security

Unique, secure, auto-generated video call join links; Identity verification integrations; Encrypted recordings and transcripts; SOC II compliance.

🤓 Integrations and API

Can connect to existing solutions, like e-signature software, appointment system, single sign-on, or customer relationship management tools.

Confirming a Customer’s Identity

To confirm the identities of customers or members, talk with your security team about what’s possible. When in person, you can verify with a debit card PIN or an ID scanner in the booth.  For remote, rely on your institution’s existing guidelines, or consider integrating with your customer’s online login portal to verify identity before a call starts.

Tips and Tools For High-Quality Video Calls

1. Invest in quality cordless headsets 🎧

Any video production expert will tell you that it’s bad audio—not bad video—that really ruins an experience. If you’re on a video call and the image drops out, it simply becomes a phone call. But if someone’s audio drops out, that’s generally the end of the conversation.

2. Upgrade your internet connection 💻

Glitchy first impressions are difficult to undo. Explore higher bandwidth internet in the office, or reimbursements for faster internet for remote workers. Ensure each agent has at least 1.5 mbps internet speed for video calls.

3. Place the camera at eye level 👀

If the camera looks up at your agents from table height, it’ll be an unflattering angle. If your team uses laptop cameras, provide stands so they can adjust to a better height. Adjustable phone tripods are also available.

4. Minimize unnecessary sound 🔕

As much as possible, soundproof the space. Soft objects, like sound foam, rugs, wall art, and plants, can help with echos or “tinny” audio. Have agents to turn off notifications and run an audio test before calls.


5. Provide agents with branded visuals 🎨

No matter what mode of video appointment your agents choose, it should feel consistent—just like when visiting a branch. Consider providing a digital background graphic so things look consistent.

Encourage agents take the video facing into natural light. If that’s not possible, face a diffuse, flattering light that minimizes shadows, such as a ring light. (Consider buying ring lights for your team.)

6. Teach agents how to lead video conversations 📚

Coach your agents on video best practices that will help them have better calls, including:

  • Sit up, don’t slouch
  • Try to eliminate the filler words “like” and “umm”
  • Set an agenda for what you both hope to achieve
  • Gather cues and questions from their environment, and take notes
  • Maintain eye contact and don’t browse other screens
  • If you can, avoid using slides or too many visuals, and simply talk
  • Try not to move things on your shared screen while the customer is talking
  • Ask follow up questions when something sounds important
  • If you talk over them, stop, apologize, and insist they finish
  • Play around and don’t be afraid to have fun


Rollout: Serving Up a Smooth Implementation

Once you’ve selected your tools, you’ll first need a rollout plan that inspires confidence in your staff and excitement among your members and customers.

The Internal Employee Rollout

1. Announce it internally and find employee champions

Just as you’ll have early customer adopters, you’ll have early employee adopters. Identify the managers and team leaders most likely to champion the technology, and involve them in the selection, planning, and rollout. Nobody is better suited to communicate the value to their team than they are.

Beyond enlisting their help, you’ll need to run an internal marketing awareness campaign so everyone understands why your organization has video banking. Some employees will be indifferent, so it’s up to you to help them understand how it can help them in their role.


“Introducing yet another tool could be frustrating for staff—communicate the benefits of video meetings and build their comfort. The pandemic definitely helped expedite our transition. And because staff were using it in internal meetings, that accelerated the overall adoption.” 

Tasha Newman, Digital Specialist, Libro Credit Union

2. Build an easy-to-reference playbook for staff

The most successful video appointment system rollouts involve a playbook—one place where everyone can go to access the software, get trained, and have their questions answered. It could be a PDF, or it could be a page on the company intranet—or both.

Your playbook should include:

  • What the technology is
  • Why your institution is investing in it
  • Who will use it, and when
  • How it works
  • Scripts for specific situations
  • The main point of contact for technical issues or questions
  • Answers to frequently asked questions (theirs and your clients’)


“We rolled ours out with a playbook. We have an appointment banking page on our internal website just for employees. There, we created an FAQ specifically for video banking. And my advice is this: if you don’t market it, don’t expect immediate engagement. Put it in your materials, put it in your emails, and get the news out there.” 

Austin Hopkins, AVP of Premier and Relationship Sales, Teachers Federal Credit Union

3. Execute formal, mandatory training

Launch a certification process for member-facing individuals, marketing team members, and anyone else who’ll be using the technology to book meetings. This can be done formally through a learning management system or similar tools, or in person. You can also offer self-directed learning and assessment options.

Also, don’t forget to go beyond the technical ins and outs. Include pre-meeting best practices and post-meeting follow-up procedures as part of training.

Then, add this training to your employee onboarding materials so future hires go through it too.



“Many executives hope that if they build video appointment infrastructure, the appointments will follow. But it really has to be a push mentality. You have to get in front of your employees and harness their buy-in. Explain what it does, and how it’ll make each person’s life—and the life of the client—easier. Hold deliberate training. Then market it to your customers.” 

Jared Jones, Head of Sales at DBSI



Your Clients’ Biggest Questions—Answered

Everyone on your team should know how to explain the benefits of video banking to clients. They should also be able address questions or concerns about how video appointments will work.


Here are the top client questions your rollout playbook should answer for your staff:

  • Where do I book the appointment?
  • What happens if I need to change the appointment?
  • Am I supposed to come into the branch, or can I take this from home?
  • What kinds of transactions or conversations can be done over video?
  • What hardware/devices do I need? Can I use FaceTime?
  • How will I join the call?
  • Where can I find the call information and details?
  • How do I enable my microphone or my camera?
  • Do I have to turn on my camera?
  • How do I adjust the sound or use headphones?
  • If I get disconnected, how do I get back on?
  • Is this a secure and safe way to share information?
  • How will you verify my identity, documents, or signature?

Advice for Phased Rollouts

Many institutions first launch video appointments within a single business unit. As an example, some give a few lending team members individual video links to proactively reach out to clients. Or, they may run a small marketing campaign to a subset of customers for one type of service. This way, a small group can work out kinks, bugs, and questions a few weeks before a broader public launch across multiple products and services.

The External Client Rollout

Marketing your video appointment service to customers and members is important. Most will never know it exists unless shown, and many won’t try it until prompted. (Though once they try, many may love it.) Market your new video appointment service across channels for a full year. As the adage goes, you have to tell people seven times in seven ways to get them to remember.


Video Appointment Marketing Checklist 

✅ Consider branding the service and giving it a memorable name
✅ Add a demonstration video to your website
✅ Add a meeting booking button to the website and mobile app
✅ Add individual meeting booking links to people’s email signatures
✅ Add a meeting booking link in your print marketing materials
✅ Add a link to your automated messages (IVR)
✅ Run an email campaign
✅ Run a social campaign with a sweepstake for those who try
✅ Run a calling campaign
✅ Print flyers and hand them out locally
✅ Add it as an option within your website and mobile app help center
✅ Craft in-branch signage to promote video services
✅ Have floor staff mention it in-branch
✅ Run a staff contest to see who can book the most video meetings
✅ Ask early adopters for written or video testimonials


Measurement: Poring Over the Right Data

The data that matters to you will vary based on the types of video appointments you offer.

For instance, those primarily relying on in-branch booths will tend to have different metrics than those fielding remote-to-remote calls. Similarly, an organization concerned with new business will want to track different numbers than a credit union interested in retaining existing members.

The best advice: Focus on how video impacts metrics you already care about.

Metrics To Consider Tracking


Bookings Data

  • Number of meetings booked (as a trend)
  • Bookings by client vs. staff
  • Percentage of total meetings
  • No-show and cancellation rates (vs. in-person)
  • Conversion rates (by call to action or channel)


Demographic Data

  • Who tends to book video appointments
  • Which segments have the highest satisfaction rate
  • Which segments have the lowest satisfaction rate
  • Impact of video appointments on overall satisfaction rate


Branch + Staff Data

  • Branch traffic where members book video calls
  • Staff needed at each branch to meet video call demand
  • Staff with most video calls
  • Virtual video queue wait times
  • Video call back requests from lobby kiosk


Sales Data

  • Conversion rate per advisor/rep
  • Which services are most commonly booked by video
  • Which products have the highest upsell or cross-sell on video
  • Number of video calls to close a new product or service

The Perfect Blend: Tracking Inputs and Outputs

Most institutions should look to track a mixture of “input” and “output” data. Input data are activities like number of calls booked, or the locations where calls are being booked. Output data are sales made—accounts opened, loans extended, etc. The input data will suggest which way the output data is trending. For example, if you’re getting lots of video appointments, and close rates on video are high, it might suggest that to hit your financial targets, you should push more calls over to video.

“We use the Coconut ‘Insights’ and ‘Reporting’ tabs to track and measure video appointments in addition to an automated Power BI report we created at Libro to help visualize the data.”

Tasha Newman, Digital Specialist, Libro Credit Union

Create Smoother Experiences With Video Banking

Video appointments create a good experience, make staff more efficient, and ultimately, help your institution grow.
Plus, it’s increasingly an expectation among the digitally savvy.

With this guide, you have everything you need to build your strategy—except, perhaps, a video banking solution.
That’s where Coconut Software comes in.