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A Message From Our Team
Happy October! 🎃 Fall into our latest batch of updates designed to make managing your financial institution even smoother. This month, we're excited to highlight new features for the Banno Support app case queue, seamless browser-based key generation for developers, the launch of our new Origination Pilot & Beta Hub for lending and deposits, and so much more. Dive in below to see what's new!
Introducing the Support Suite for Jack Henry Conversations™
There's a lot of chatter lately about what it takes to deliver world-class support in a digital world. We know you need more than just a chat window — you need a complete toolkit that is secure, personal, and shockingly efficient.
You shouldn’t have to piece together solutions with duct tape and a prayer. That’s why we’ve bundled the most powerful tools in our service & support arsenal into one unified offering – with each piece also available as an individual add-on, giving your financial institution the flexibility you want.
The new Support Suite for Jack Henry Conversations isn’t just a collection of features; it’s a seamless, core-connected system that lets your team deliver personal, high-touch service while drastically cutting down on resolution times and operational friction. It’s everything you need to know, see, and connect with your accountholders, no matter the issue or the language.
As you’ll see in the sub-sections below, the Support Suite includes a comprehensive set of capabilities that transforms service from a necessary expense into a core value proposition.
AI Summaries
Never read a transcript novel again. Get an instant summary of every conversation, equipping your agents with critical context in seconds so they can focus on solving the problem, not deciphering the history.
Free yourself from the hassle of long transcripts. Our new AI Summaries feature helps your support team quickly get up to speed by providing an instant, high-level overview of a conversation. It’s like a TL;DR (too long, didn’t read) for every chat, allowing your agents to spend less time reading and more time helping.
- Quick Context: Get a concise summary of the entire conversation to understand the user’s history and problem without a long read.
- Faster Resolution: With key details highlighted, your team can jump straight to solving the issue at hand.
- Smarter Relationship Management: Give your agents a powerful tool to keep CRM systems up-to-date.
Reach out to your Digital Experience Sales Executive today if you’re interested in getting contracted to add AI Summaries to your support team’s toolbelt to improve efficiency and accountholder experience.
Co-Browse
For those quick, thorny issues, Co-Browse allows your agent to securely share their cursor on the user’s screen in real-time, guiding them through a process or correcting a mistake instantly. It’s secure collaboration that eliminates confusion and frustration.
Sometimes a problem is easier to show than to describe. With Co-Browse, your support team can now securely guide the accountholder’s session in real-time within a Banno Conversation. This isn’t just screen-sharing – it’s a truly collaborative experience that eliminates confusion and leads to a faster, more effective resolution.
- See What They See: Gain a live, in-the-moment view of the user’s screen to guide them through complex processes or troubleshoot issues.
- Reduce Frustration: End the back-and-forth of “click here, then click there,” and resolve problems with unparalleled clarity.
- Secure and Private: Co-Browse sessions are initiated and controlled by the accountholder, ensuring their privacy and security.
It’s the next best thing to being there in person. If you’re interested in Co-Browse, reach out to your Digital Experience Sales Executive today for more details.
Multi-Language Support
Your digital experience must reflect your community. This feature instantly detects and translates conversations into over 50 languages, empowering your team to serve every accountholder with confidence and accessibility.
Your community is diverse, and your digital banking platform should be too. Our new Multi-language support feature automatically detects and translates conversations for users who prefer to chat in a language other than English. This breaks down communication barriers and makes your institution more accessible to everyone.
- Seamless Translation: The system automatically translates messages–incoming, outgoing, even auto replies–so your support team can chat with users in a growing list of over 50 languages.
- Enhanced Accessibility: Provide a more inclusive experience for all your accountholders, helping them feel understood and valued.
- Zero-Friction Experience: Your support team can continue to respond in English, while the platform handles the translation for the user.
If you’d like to improve the efficiency and quality of service with everyone in your community, reach out to your Digital Experience Sales Executive to get started.
Guest Chat
Turn website visitors into potential accountholders by offering conversational support on your public site. Connect with users before they log in, answer their initial questions, and dramatically reduce the abandonment rate on your key pages.
Not every visitor is a logged-in user, but that doesn’t mean they don’t have a question. Guest Chat (which is currently in closed beta testing) is designed to help you engage with potential accountholders and website visitors right from your public site. This allows you to answer questions and provide support before they even become a customer, reducing drop-offs and boosting engagement.
- Capture Leads: Connect with prospective customers and answer their questions about your services directly on your website.
- Pre-Authentication Support: Handle general inquiries and provide valuable information without requiring a log-in. Oh, and if they are a current accountholder? Your support staff can send a login link which converts the chat to an authenticated Conversation once the accountholder is logged in.
- Boost Engagement: Offer a seamless, pre-login support channel that encourages visitors to start a relationship with your institution.
Not only will this play nicely on your public marketing website, but we’re working on making it available in account opening channels as well to help minimize abandonment. Talk with your Digital Experience Sales Executive today to go live with Co-Browse as soon as it’s available.
Video Chat & Screen Sharing
Some problems need a face-to-face. Securely escalate any chat to a video call and use screen sharing to see exactly what the user is seeing, allowing for in-depth, complex issue resolution without an in-person visit.
For a refresher on Video Chat & Screen Sharing, which is already available and widely utilized, check out our Knowledge Base documentation.
Sounds Pretty Suite, Right?
The Support Suite is designed for the future of service – smarter, faster, and more personal than ever before. If you’re ready to make your support operation an industry-leading powerhouse, connect with your Digital Experience Sales Executive to lock in this complete bundle – or start with any piece/s of the puzzle.