HSBC launches instant video consultation service for customers

Lender to provide Premier Customers real-time financial advice and assistance from Relationship Managers.

HSBC has become the first bank in Hong Kong to launch an instant online video consultation service for meetings between Premier customers and Relationship Managers (RMs). LIVE Connect enables Premier customers to video conference an RM instantly, seek financial advice and provide assistance when customers are subscribing to products and services on a secure internet banking platform, according to a HSBC release.

HSBC is the only bank in Hong Kong to offer a video conferencing banking service which ranges from financial consultations to product and service subscriptions. LIVE Connect provides RMs with the ability to transfer product information over a secure internet banking platform, complete product subscriptions and conduct financial consultations. The new service provides customers with instant access to RMs without having to book a meeting in advance, leaving customers with the ability to make instant wealth management decisions and purchase insurance and investment products without visiting a branch.

Premier customers can access the new video consultation platform by logging onto the HSBC internet banking website and clicking on the LIVE Connect button. A window, containing a real-time view of their RM, will open and the conversation between the two parties can begin. To take advantage of this service, customers need a computer with speakers and a microphone; for two-way conferencing, a webcam is required.

LIVE Connect was launched on Tuesday in the Ocean Centre and HSBC Main Building branches for selected Premier customers and will be extended to all branches by the end of this year. The service is available to Premier customers from Monday to Friday between 9am and 6pm.

HSBC has also launched Let Us Call You, an online sales assistant service designed to help customers resolve questions that arise when applying for products online.

Throughout the online application process, customers can opt for a call from a customer service representative by clicking on the Let Us Call You button. A window appears requesting the language of preference and phone number and the customer is then called by a customer service representative immediately.

Launched on Tuesday for unit trusts, bonds and certificate of deposit products, by the end of the year the Let Us Call You service will also extend to Unit Trust Monthly Investment Plans, Stock Monthly Instalment Plans and Deposit Plus. The service is available to all customers from Monday to Saturday between 9am and 7pm and for Premier customers 24 hours a day, 7 days a week.