An apparent trend in banking sector is the growing need amongst customers for getting advice and guidance, and in their terms, from the bank. As a response to customer demand for more efficient digital solutions in daily banking, Nordea in Baltic countries has introduced a brand new Online meeting solution for customer advice.
Based on Nordea experience, already now 1 in 3 customers claim to prefer consultant’s advice outside the branch. Online meeting is an easy and flexible way for banks customers to handle their daily banking issues anywhere, anytime for consultation purposes or to apply for different products and services - with remote support from a bank financial advisor. The average length of Online meeting is around 36 minutes, which is by half less, comparing to time spent in physical branches.
“The whole banking industry is in the process of fundamental transformation, and digital solutions have become a strong basis for convenient daily banking. Customer behaviour now is mainly driven by convenience and more versatile opportunities for mobility. As mobile technology is opening up new capabilities to change traditional banking practices, it is also a good opportunity for more innovation in daily banking. 9 out of 10 customers based on research of Nordea in Nordic countries would continue with this kind of a meeting after having tried it. By introducing Online meeting solution, we are taking the next step towards new approach and better quality for efficient and up-to-date customer service – the ability to cater to our customers regardless of location. We expect this to be great support in daily banking for both private and corporate customers,” says Inga Skisaker, Head of Nordea Banking Baltics.
“In our daily work, we notice that Nordea customers are more and more active in using distance channels of the bank to solve their financial matters. For example, it has been a long time since Netbank is no more only a channel used by customers to make the payment of invoices and to follow cash flow. It has become a comfortable tool of communication with the bank. It also provides an opportunity for its customers to apply for various products, for example, 2nd Pillar Pension, consumer loan or a new debit card. In comparison with year 2010, the total number of Netbank monthly visits has increased by 98% and the number of active customers has increased by 58%. Apart from that, the use of Nordea Mobile application has experienced a considerable increase: in 2015, the number of active customers has increased by almost 40% in comparison with year 2014. With the increase of the popularity of distance channels, there is an increasing wish of customers to have more efficient and comfortable options how to receive financial consultations and to solve daily financial issues. Due to this reason, Nordea will offer to its customers a new possibility of communication: to receive consultations at a distance. It is planned that 25 % of customer consultations in the Baltic States will be provided at a distance within two years which will save time of our customers and provide solutions that correspond to the wishes dynamic lifestyle of our customers” informed Head of Remote Sales unit Baltic countries, Anna Fišere – Kaļķe.
Online meetings already practiced in Nordea Nordic countries are well appreciated by customers in a broad range of situations – not the least by customers who live far from a branch or for various reasons find it hard to fit in a traditional meeting with the bank during normal working hours. After conveying more than 40 000 Online meetings in 3 months period, Nordea customers in Nordic countries on average rate the meetings at 3.9, where 4 is the highest rating.
Data about remote channel trends in Latvia can be found here, but data about trends in Baltic - here.
Online meetings give Nordea customers in the Nordic and now Baltic countries an opportunity to have online consultations with an advisor via secured and user-friendly technology. Online meetings can be used both for consultation purposes as well as to remotely apply for the most frequently used daily banking products and services. In an online meeting customers can discuss their savings, investments, payment cards, consumer loans and insurance. Customers can view related material and calculations on their computer screens while discussing their banking issues over the phone.
It is possible to book the time of Online meeting by calling Nordea Contact Centre at 67 096 096. Nordea Gold Customers can also book the meeting time by making an individual agreement with Personal Banking Adviser. Afterwards client will receive a confirmation message about the online meeting in Netbank. It will be possible for several people in different locations to participate in an online meeting. All participants must have Nordea Netbank access codes for verifying their identity.