NatWest is to launch a new video banking channel from which business customers can hold pre-arranged live chats with staff members via their mobile device, tablet or PC.
Customers can hold calls with multiple participants from the lender's video banking team who have been trained to handle queries on international trade and cash management, and cash, cards and liquidity products.
The new service - which will initially be trialled with a limited number of customers - also allows the bank to hold a complete, secure record of every customer interaction for risk and regulatory purposes, compliant with GDPR regulations.
The improvement was developed in partnership with San Jose-based Zoom, after the bank initially worked with the firm to introduce remote video conferencing across its 70,000 staff, before beginning work to introduce the option for customers.
Paul Thwaite, head of sales, specialist businesses and business banking at NatWest, says: “With this trial showing positive initial results and encouraging customer feedback, we hope to be able to roll out video banking to all our customers, providing them with further choice and flexibility and making it easier for them to focus on running their business.”
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