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HSBC rolls out online video consultations

01 June 2010  |  10390 views  |  1 anonymous figure in front of stock exchange

HSBC has launched an online video consultation service that enables its Premier customers in Hong Kong to hold virtual meetings with relationship managers.

Customers can access the Live Connect service through the bank's Web site, clicking on a button to open a window containing a real-time view of their relationship manager.

Using a webcam and their computer's speakers and microphone, they can then ask questions, getting instant financial advice information on products.

Initially introduced for selected Premier customers at the Ocean Centre and HSBC Main Building branches, it will be extended to all sites in Hong Kong by the end of the year.

Meanwhile, the bank has also launched an online sales assistant service, called Let Us Call You, designed to help customers resolve questions that arise when applying for products online.

Throughout the online application process, customers can opt for a call from a customer service representative by clicking on the Let Us Call You button. A window appears requesting the language of preference and phone number and the customer is then called by a customer service representative immediately.

Francesca McDonagh, head, personal financial services, Hong Kong, HSBC, says: "Both the Live Connect and the Let Us Call You services have been developed to cater to our customers' fast-paced, time-poor lives. We want to ensure that people who bank with us can access real people who can provide financial consultations at a time and place convenient to them."

Comments: (1)

A Finextra member
A Finextra member | 02 June, 2010, 08:47

I think we're going to see much more of these 'adviser in the distance' solutions.  Our customers Isbank and Akbank in Turkey provide similar services over 3G video phones.  Well done HSBC!

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