Knowing who your customer is, at a distance
An organisation wants to be sure who is on the other side of the screen: at a first meeting, when signing a document, at a handover. Instead of a copy of a passport, the customer does a short video check on their own phone.
For organisations that work with customers at a distance.
What it solves
- No copy of a passport by mail. The customer does it at the moment it is needed, with their own phone.
- Certainty at the right moment. The check shows who is in front of the camera now, and whether it is the same person as the first time.
- Clear for the customer. They see themselves in a frame, hear a ping at each step and a short spoken instruction, and see a tick when it has worked.
How a check runs
- The customer gives consent. In plain language it says what happens to image and voice and that everything can be deleted. Without a tick nothing starts.
- Look straight into the camera. The frame is orange while the face is beside it and green once it sits inside. A ping and a tick: the step is in.
- Turn your head slowly left and right. An arrow points the way; if the customer does not turn far enough, they hear and see that a little further is fine.
- Read a short sentence aloud. The sentence is a different one every time, so a recording made in advance does not fit.
- Done. The customer sees that it worked. Next time, for example when signing, they confirm with the same short check that it is them.
In the browser or in a video call
The check can run in the browser, on the organisation's own page, or as a video call over WhatsApp. The check is the same: whoever registered in one channel can confirm in the other. The customer picks what suits them best.
What the person decides
The check does not take the decision over. When the result is clear, the process goes on. When it is unsure, the overview says “doubt: call the customer” and the staff member decides. Per customer you can see when they registered, when they confirmed and what the outcome was.
Image and voice from a registration are kept encrypted and used only for this check. Nothing is kept from a confirmation.
Where else you can use it
- Sign-ups without bots: a short check instead of puzzles with traffic lights.
- Appointments that go ahead: whoever books confirms with the camera, and then turns up.
- One welcome offer per person.
- Key handover: for a car, tools or a holiday home, you know who gets the key.
- Agents that know who they talk to: before an agent carries out an instruction or shares data, it checks which person it is dealing with.
Want this for your organisation?
Tell me in an email what you do with your customers and at which moment you want to know who they are.