British banking giant HSBC has partnered with American technology company LivePerson to bring conversational commerce to its customers across the globe.
As a result of collaboration, HSBC will deploy LivePerson’s ‘Mobile Chat’ solution across its global operations.
Leveraging the new solution, the bank’s customers will be able to chat with the bank as they chat with their friends and family in messaging apps.
Customers can ask questions and get service on their own terms and schedule simply by texting the bank.
HSBC has plans to provide conversational banking across all divisions, including retail banking and wealth management to further enhance customer experience across all channels.
A study has pointed out that consumers are willing to talk with brands using messaging and chat – the same convenient way they talk with friends and family from their smartphones.
HSBC global head of contact centers Warren Buckley said: “At HSBC we believe our customers should be able to bank with us when they want, how they want and an increasing number choose to use digital channels as a convenient way to interact with us.
“This new technology allows our customers to start a conversation with us on one channel, for example in our contact centres and continue where they left off, be that via messaging on their mobile app or online via our website, saving them valuable time. We will continue to adapt our services as our customers’ needs change, to provide banking services on their terms.”
HSBC will roll the service out across 14 markets in EMEA, North America, LATAM and APAC in phases before eventually launching across the globe.
The first launch of ‘Mobile Chat’ is already under progress in the UK.