News

New Zealand banking customers can already expect 24/7 call centre service from their banks. But for face-to-face advice, visiting a branch during opening hours may not always be convenient. So how can customers receive face-to-face service at a time that suits them? Video banking.

International bank, Barclays, has introduced UK's first video banking service. Similar to Skype, it allows for face-to-face meetings via a customer's smartphone, tablet, or computer at any time of the day or night. The service means that customers will automatically be matched up to an advisor they have previously spoken to, provided that person is available. Barclay's CEO of Personal Banking says that for important moments you can't beat face-to-face conversations and that customers will finally be able to interact with the bank on their terms rather than on the bank's terms.

So where does New Zealand sit in the video banking space? In a New Zealand first, ASB is planning to launch a browser-based video conferencing system in partnership with New Zealand technology company, FaceMe, in the next few months.

Using FaceMe's technology, customers can make a video-call appointment in advance by phone, email or in-branch and then connect to a banking specialist at the appointment time through a simple email link that automatically starts the video call. The service will also be available on mobile devices. According to ASB's Executive General Manager for Retail & Business Banking, the service provides a new level of choice and convenience to customers who may live some distance from a branch or who don't have the time or interest to attend a physical meeting with their bank. The technology is also expected to appeal to customers wanting to discuss insurance needs, home loans and business lending and will allow greater flexibility to small businesses wanting to talk directly with their banker outside of normal business hours.

Customers can be confident that privacy and security are top priorities for the service. Secure sharing of documents will also be possible, making the call as functional as a real face-to-face meeting.

Sources:

http://reports.asb.co.nz/report/article/14581/0/0/asb-connects-customers-face-to-face-with-banking-specialists-via-new-video-service.html

http://www.theguardian.com/business/2014/nov/30/barclays-roll-out-face-to-face-video-banking