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Standard Chartered introduces video and chat customer care services

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Standard Chartered has rolled out a video-chat banking service in Kenya. The financial institution has gone high tech on this one and definitely set the bar for convenient customer care services.

The financial institution becomes the first in Kenya to allow customer access to customer care services via a video and chat connection.

The roll-out follows a successful roll-out of the same in Asia.

This service is expected to upgrade the bank’s technology and systems including in regional client contact centers.

Speaking during the launch, the CEO Standard Chartered Kenya and East Africa Lamin Manjang said that video banking will give customers more options and convenience. He added that customers will now receive customer care services without having to visit the branch physically.

According to Manjang, the new service forms part of the USD 1.5 billion announced in 2016. He added that the company is committed to bringing easy, convenient banking services to clients. He further described the video banking as a milestone that will revolutionize the way customer care services are delivered. Another milestone has to be the Retail Workbench, a mobile banking app.

The new service also comes with information sharing capabilities. This means that call center agents can upload and share clients’ documents.

So, does it work?

Well, the video banking technology lets you chat face-to-face with a bank representative under a secure connection. You can chat from anywhere as long as you have desktop or laptop.

Once connected, the representative can solve whatever issue you raise. He or she can answer questions regarding fees or any account or bank based questions that you may have.

Customers can access the video and chat services on the institution’s website between Monday and Friday from 9.00am-6.00pm.

Manjang was quick to suggest that this is not the end. There will be a phase two and this means we can expect more and better. He did not leave us guessing since he disclosed that the second phase will give priority to mobile platforms and enable priority banking using video to explore new wealth management opportunities.

Joe Mucheru, the Information, Communications and Technology Cabinet Secretary was also present during the launch. Mucheru praised collaboration between banks and technology saying that it has led to a rise in the number of Fintechs.

Specifically, the CS said that the collaboration has seen Ksh. 3.4 trillion transferred through mobile devices in 2016. He termed this as an important factor in the strengthening of financial inclusion in Kenya.

Banks have continued to integrate technology in their various operations and Mucheru said that those that do so will stay relevant and manage to meet customers’ evolving needs. This will also ensure that banking services are secure, convenient, and personalized.

In addressing the issue of Cyberfraud, the CS said that his ministry has proposed and forwarded a bill on computer and cyber-crime which will ensure that those found guilty of hacking are penalized. He went on to affirm that once implemented, the law will boost protection of confidential information.

In the recent past, it has emerged that banks are a target for hackers; hence, it is necessary for relevant laws to be enacted. Cyber-crime perpetrators are a nightmare to banks and other institutions; hence, we look forward to a time when those found guilty will face the full force of the law.

Technology in the banking sector is definitely welcome but it has definitely disrupted the industry. The most notable effect has been job loss. Standard Chartered bank, for instance, rendered 300 staff members redundant after announcing that its service center from Nairobi to India in 2016.

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