HSBC UK has launched a human live chat feature to its online investment service.
The bank said that customers accessing its My Investment service will have access to Live Chat with a UK-based support team, and claims to be first bank to offer a human live chat investment service.
Live Chat on My Investment is available Monday to Friday from 8am-8pm, and Saturday and Sunday from 9am-5pm, HSBC said.
The move is in response to customer insight which identified that over two thirds of people who had received advice via My Investment wanted the reassurance of an expert before committing to an investment.
Customers will now be able to have on-screen conversations at any step of the process with HSBC UK Wealth engagement officers who are specially trained in discussing wealth and Insurance products.
The team will also be able to set up calls with customers to discuss any of the information in more detail.
HSBC said that 62 per cent of My Investment users are first time investors, the majority of which are aged between 18-29.
My Investment, which launched to HSBC customers in December 2018, uses smart data and algorithms to deliver advice tailored to an individual’s unique financial circumstances.
James Hewitson, head of wealth management at HSBC UK said: “Whether or not to invest for the first time is a huge decision and our insight tells us that it can take someone up to 45 days to make the leap into the world of investing.
“A conversation with an expert can provide food for thought on whether it is the best option for them or reassurance that they’re making the right decision. Either way we’re on hand to help customers navigate their investment journey.”
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