Bank introduces real time expert sessions

Standard Bank Namibia has become the first bank in the country to introduce real time interactive expert sessions on its facebook platform.
The bank said the sessions are the latest trend with which it is boosting its customer service delivery as well as helping make the relationship between its customers and itself more effective.
In a statement, the bank said as social media continues to evolve and its use changes and expands so will the manner in which it will cater for its clients. The bank currently has close to 12 000 likes on facebook and 400 followers on twitter.
Social Media Marketing Manager Janet Ndaitwa said: “Our consumers have leveraged onto our social media sites so as to experience real-time availability of our experts.”
So far banking issues such Loans and Investments as well as wills and estates have been covered during these sessions.
Ndaitwa said social media enables Standard Bank to facilitate enhanced speed and breadth of information dissemination to its customers.
“The purpose of these sessions is to give customers the opportunity to speak directly to our experts so that they can receive first hand expert advice from our line managers. We are providing customers with a platform where they can air their questions which are addressed or responded to in real time,” explained Ndaitwa.
“The process starts a week before the live interactive sessions are held with teaser posts announcing that there will be a live expert session. During the live interactive sessions customers send questions which the experts answer with guidance from the community manager and the social media agency,” added Ndaitwa.
Standard Bank Namibia’s facebook and twitter pages have been running since December last year. Recognising the revolutionary power of social media and to remain competitive in the marketplace, the bank said it saw the need to launch platforms that would benefit customers and be able to speak directly to their bank on issues affecting them.