Graeme Hughes, group director of distribution at Nationwide, said the service, Nationwide Now, will “drive down waiting times, increase access to mortgage advice across the UK and allow customers to talk to a mortgage consultant at a time that suits them”.
He said: “This face-to-face service is just like sitting at a desk with a consultant, the only difference is that the person on the other side of the desk is in Northampton.”
Key Features:
Plans are underway to introduce Nationwide Now throughout the lender’s branch network across the UK.
The range will expand to include other products, after 94 per cent of people using the service said it was a “good or excellent” replacement for a face-to-face meeting.
This technology aims to ensure that there are no video or audio delays.
Adviser verdict
David Hollingworth, head of communications at Somerset-based London & Country, said: “As branch resource comes under pressure, lenders are bound to look to technology for alternative solutions to maintain service levels in a flexible and controlled way. It will be interesting to see if the Skype generation is ready for this type of interaction in their branch.”
