Transact rolls out live tech support for advisers

Transact rolls out live tech support for advisers

Transact has enhanced its proposition by rolling out a co-browsing service, which will allow its sales support staff to see exactly what the adviser sees on-screen.

According to Jonathan Gunby, chief development officer for Transact, the technology will mean sales teams can combine real-time screen display with a phone call.

This means if an adviser has a problem with illustration queries or navigating the system, Transact can help with illustration queries and help advisers establish Transact Online best practice.

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In a co-browsing session, Transact sales support staff can, with the advisers’ permission, access the advisers’ view of Transact Online.

Transact staff can then see and discuss exactly what the adviser sees within the secure, confidential co-browse session.

Currently, more than 5,900 financial advisers use Transact, which manages more than £27bn on behalf of more than 146,000 investors. 

This service, which has been trialed over the past few months but is going live to all users now, follows the recent introduction of live chat on the Transact website.

Mr Gunby said the co-browsing launch was designed to give advisers another method of support with online functionality.

It is not going to replace existing ways in which advisers can contact Transact, but will complement it, he added. 

He said: "We have been introducing co-browse as a supplementary form of contact for some time.

"We took a measured approach to establish best practice, train staff and ensure we could meet demand. We have been pleased with this approach and have over the past six months, established another useful service for advisers.”

Jason Witcombe, chartered financial planner for London-based Evolve Financial Planning, said this sounded like a "very positive move".

He said: "I think part of all wrap development in general seems to have been to throw a lot of administration back at the adviser community.

"Where things get complicated, it really makes a difference to that someone from the platform provider can log in and be proactive with help, rather than IFAs having to do lots of to-ing and fro-ing on the telephone trying to work out what the issue is and get things sorted.

"For example, I had one case that was really complicated and it was hard to set up the right paperwork, so this sounds like an excellent development and another example of Transact trying to be one of the innovators in the field. 

"I am sure our back office team will find this helpful."