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Conversations

The first-ever authenticated chat for digital banking.

You’re there for account holders in-branch. Imagine giving them the same service over the digital channel—literally.

A Conversations chat thread

Authenticated chat

Deliver a digital service experience on par with what they expect from visiting your branch.

Go beyond what other chat tools can do with secure, authenticated chat, woven seamlessly throughout your digital banking experience. Conversations bridges the gap between the good ol’ days—where you knew your people on a personal level—and the digital world we live in now by helping you engage personally and contextually with users on the digital channel.

Mobile device showing Banno Conversations app

Beyond self-service

Digital banking has provided the ability to self-serve, but self-service has its limits. With Conversations, reaching the edge of self-service—the point at which users need assistance from you—no longer means a trip to the branch. Now someone from your branch can be pulled into the service stream as part of the banking app experience.

Native & secure

With Conversations, you can help people, via chat, in the context of their unique problems, at their moment of need. Core connection gives you full visibility of user account activity. And since you have full assurance that users are authenticated, you can even transact on their behalf. All of this adds up to faster problem resolution, and happier users.

Easy audits

Because Banno apps are core-connected, Conversations is totally auditable. Every single conversation is securely stored forever, so each dialogue can be audited both externally and internally. We know the auditing process can be stressful—this is just one less thing you have to worry about.

How it works

Support that’s woven throughout digital banking.

Ditch the tools that act as a browser pop-up within your app or require users to re-enter simple details you should already know, like their name. A conversation in Banno can be contextually started from anywhere in the app.

How it works for them

Imagine your customer or member sees a questionable transaction on their account. They can simply open a conversation, and it will bring the transition with them to a new chat thread.

How it works for you

The support representative at your branch will be able to interact with the attached transaction right inside Banno Support, instead of having to look it up in another system.

A Conversations chat thread

Back-office experience

Managing multiple conversations is easy.

Staying on top of incoming chat conversations was top-of-mind as we designed the financial institution’s side of the conversation. It all happens right within Support.

Tools for your team to collaborate

Clear conversation statuses and the ability to assign each conversation to a teller, customer support rep, or loan officer makes helping multiple people at once a breeze.

So when six conversations come in at once, employees can easily share the load and enter dialogues, confident about the conversation status and subject matter.

Banno Conversations on a laptop

Attachments & forms

Catch everyone up to speed with attached context.

When your transaction information and account details are not accessible in the same location as your communication channel, it takes precious time to look around and gather the important data—time that would be better spent finding a solution for your user’s problem. With Conversations, it’s simple for both users and employees to provide additional context through attachments.

Multiple attachment types

Files, transactions, accounts, payments, and even authenticated forms can be included with messages, without ever leaving the chat thread. This effectively reduces the time from your user’s moment of need to their point of resolution, and it simplifies the support workflow for employees—a win-win situation for all.

No-fuss forms

Whether it’s a wire request, an address change, or a loan application, most people will need to fill out a form from time to time. Forms are built right into Conversations, allowing for increased convenience and security. And since users are already authenticated, forms will auto-fill ancillary information so they can get straight to the point and submit the form in no time.

Case study

See how Conversations is helping Cornerstone Community Financial.

Download the case study

“When they log in, a familiar staff member’s face pops up just like it would in a text. They understand that it’s safe and they can send documents. It’s a very natural experience.”

Photo of Cornerstone Community Financial CEO Heidi Kassab Heidi Kassab CEO, Cornerstone Community Financial