An innovative new service is enabling Lloyds Bank and Halifax customers to speak with a mortgage advisor ‘face to face’ from the comfort of their own home via video link on a laptop, desktop, or tablet computer. The video service, which was successfully piloted for Lloyds customers throughout 2015, provides a convenient alternative for those who would otherwise be required to travel to a branch or speak to a mortgage advisor on the phone.
A third (33%) of appointments from Lloyds Bank customers that would have been completed over the phone are now completed via video and the service launched to Halifax customers earlier this month. Appointments can be made between 8am and 8pm during the week, and between 9am and 2pm on Saturdays with Lloyds and 9am and 4pm with Halifax. In customer feedback following the pilot, c95% of customers rated their experience as good or excellent. Additionally, 16 Lloyds Bank branches are piloting the use of the video service for customers coming into the branch, aimed at increasing mortgage appointment availability at peak times.
David Oldfield, Group Director, Retail and Consumer Finance said: “Our customers’ needs are continuing to change. They want greater choice, convenience and value whether that’s in branch or online – and they want these things in a time and place that suits them. Buying a house can be a stressful time for many people, and so for those who are unable or choose not to visit a branch but who still prefer a face-to-face conversation, this video service is a fantastic channel for them to use. It enables us to connect more customers to our mortgage experts in the way that is most convenient for them.”
Recognising the importance of embedding digital and innovation capability into banking, the Group has already invested £750 million in digital innovations over the last three years, and will continue to invest a further £1 billion in its digital capability over the next three years.