HSBC UK has become the first bank in the UK to launch a video call support feature as part of its online investment advice service, My Investment.
The new feature, Remote Assisted Digital, will allow customers to complete a booking request through HSBC’s My Investment public website page and organise a Zoom appointment to complete their journey.
HSBC said the call would be with one of its wealth engagement officers, who are specially trained in discussing wealth and insurance products, and who will support the customer through the journey online.
The launch of Remote Assisted Digital follows the introduction of a live chat functionality last year, which allowed customers to have on-screen conversations at any step of the investment process with HSBC wealth engagement officers.
HSBC suggested the new service would be especially useful to the 65% of My Investment users who are first-time investors.
Head of wealth management at HSBC UK, James Hewitson, commented: “We know that the majority of our customers are novice investors. Taking the first leap into investing can feel like a big decision and we want to help our customers by providing this extra level of support.
“A conversation with an expert adds that human touch and can provide reassurance that investors are making the right decision. We are on hand to help our customers navigate their investment journey.”
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