Nationwide and The Mortgage Works have both launched an online instant messaging service to assist intermediaries in contacting broker support.
The service, divided into two separate functions as NFI Broker Chat and TMW Broker Chat, has been rolled out in phases over the last couple of months and is now offering another way for over 10,000 advisers to access live support.
Broker Chat is specifically designed to help with pre-application product and criteria enquiries, rather than cases already submitted.
It will be available alongside the existing telephone support teams to improve access to broker support and enable a real time response for new application enquiries.
Ian Andrew, managing director of Nationwide’s Group Intermediary Sales, said that so far the response has been very positive.
“Web chat is a powerful additional service mechanism for intermediaries and a new one for Nationwide and TMW. It adds to the ways in which brokers can access up-to-date product and criteria information.”
The service is available Monday to Friday, 9am to 5pm, with continuing help and support through the usual channels.
peter.walker@ft.com
