Wachovia chats online with mortgage customers

Wachovia chats online with mortgage customers

US bank Wachovia is using technology from Kana to enable its mortgage customers to chat online with a loan counsellor when completing online applications.

The bank is using the Kana Response Live system to enable online customers to participate a live chat session with bank staff whilst filling in loan application and to enable staff to trouble-shoot any application difficulties.

Wachovia piloted the system during a three-month period by placing promotional links on the mortgage application pages and on various content pages which enable customers to select a live chat session. Kana says customers who participated in a chat session during the online application process were 25% more likely to close their mortgage with Wachovia.

Commenting on the service, Brian Kelly, EVP of corporate strategy at Kana, says: "Customers get their questions answered immediately while online by chatting with agents made available through Kana Response Live. By not having to abandon the Web site and make a phone call, customers enjoy a faster and more productive experience."

Gary Suess director of Wachovia Mortgage's direct lending channel, adds: "Kana allows us to integrate real-time, personal assistance and expertise with the convenience and value provided by the Internet."

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