Banks Roll Out Customer Service App With Live Mobile Chat

Two UK banks have launched a mobile chat feature offering real-time customer service to business banking app users.

NatWest and RBS have today launched ‘Mobile Chat’, becoming the first in Europe to offer in-app, real-time customer service.

rbs_mobile_chatOnce logged in to the app, customers can initiate a conversation with dedicated business banking Mobile Chat advisors available to help with a host of issues from Direct Debit and payment status enquiries to questions on fees and charges.

By offering customers help and guidance through their business banking app, Mobile Chat aims to make it simple for customers to get the answers they need wherever they are, improve customer satisfaction and create a deeper connection with business customers.

Allowing NatWest and RBS customer service teams to handle multiple enquiries at any one time, Mobile Chat will reduce call-waiting and in-branch queue times for time-sensitive business account holders.

“The number of RBS business banking customers banking on mobile has increased significantly within the past 12 months,” notes Aron Thompson, Digital Director, Business & Commercial, RBS. “We are delighted deliver a consistent customer service experience across all our channels. The drive to enable customers to bank with us on the move is part of our commitment to make life easier for our customers.”

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The Business Banking app is available to both NatWest and RBS customers who are registered to use online banking and is free on iPhone, Android, and BlackBerry, with Mobile Chat available on the iPhone.

The new chat service was developed in partnership with Grapple, one of Europe’s leading innovators in the mobile space.

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