Thanks to LiveBank Virtual Branch solution, Citi deliver high-standard bank processes and simplify customer-bank cooperation without visiting stationary branch. So-called Citi Live Chat in Hong Kong is video, audio and text omnichannel platform which enables visiting bank branch whenever needed, providing with direct interaction and capability of realization almost every banking process online. The consultant is available 24/7 to answer bothering questions or help with basic activities like filling in an application form. What’s more, there is a possibility of connecting with relationship manager remotely in order to review portfolio, supported by screen sharing, upload documents, files or links. By this kind of interaction, real human engagement is being preserved. It’s completely innovative solution where privacy and security are essential values. Digital banking allows to authenticate a customer, using biometric facial recognition which makes virtual banking experience totally safe.
According to Citibank’s data, so far over 50 percent of Citigold and Citigold Private Client customers in the region of APAC and EMEA are active users of bank’s digital channel. It indicates that virtual bank branch is visibly acceptable solution to closing brick and mortar branches process. In this case figures speak very clearly, this solution is demanded and effective. Finally it is going to be introduced to a total amount of 15 markets in Asia Pacific and EMEA region. If you would like to get to know with more details about VRE in Citi and, click here.
You will also find the statement of Citi’s Head of Consumer Banking for Asia Pacific, commenting on the launch of VRE in Hong Kong and Singapore.
LiveBank is definitely offbeat answer for rapidly changing customers’ expectations as a peculiar touchpoint between bank and customer. It is mostly significant for affluent, tech-savvy segment which can be more engaged in digital banking than the general public. Especially for densely populated Hong Kong it should be a bull’s eye.