StanChart now offering video and chat customer care service

May 16, 2017 (2 weeks ago)
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The service is now available to more than five million clients across Africa, Asia and the Middle East/FILE

, NAIROBI, Kenya, May 16 – Standard Chartered Bank has unveiled Video and Chat Banking service in Kenya following the successful roll-out of the service in Asia.

The service which is the first in Kenya, allows clients to connect with banking agents via a secure video connection, or through chat or audio channels.

The service is now available to more than five million clients across Africa, Asia and the Middle East.

Speaking during the launch, CEO Standard Chartered Kenya and East Africa Lamin Manjang disclosed that the Video Banking service is part of Standard Chartered Bank’s USD 1.5 billion investment in technology announced last year.

The investment will be used to upgrade the Bank’s technology and systems over the next three years, including investments in regional client Contact Centres.

“Standard Chartered is constantly innovating to bring easy, convenient banking to clients. We have reached another milestone today with the launch of Video banking which will transform the way we deliver client service,” Manjang said.

Video Banking will be available to all clients via the Bank’s website between Monday to Friday, 9.00am-6.00pm.

Among the new services on the channel is the Information-sharing capability which allows Call Centre agents to upload and share with clients’ forms and other documents.

“Video banking is about giving our clients more choice and more convenience. Now you don’t have to come to a branch to talk to somebody face-to-face. We are investing in technology that makes banking secure, simple and personal for our clients,” Manjang said.

As part of the technology upgrade, the Bank has introduced in Kenya a Mobile Banking app – Retail Workbench – a iPad-based digital sales and service tool that uses fingerprint log-in technology.

StanChart had late last year announced it was moving its shared service centre from Nairobi to India, affecting 300 jobs. The migration moves services like customer care and back-end operations to global centres.

The Bank plans to upgrade the service in the second phase to make it available through mobile devices. The upgrade will also enable Priority Banking clients to use video banking to consult “face-to-face” with investment advisors to explore new wealth management opportunities.

“We will continue to review call patterns and demand and align our operating hours over time.”

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