It’s raining and cold and you don’t want to go out or simply (99% of us) are way too busy but we really need that mortgage or remortgage – no problem there is now a solution.
Mortgage specialists Lloyds Banking Group are now offering ‘face to face’ advice from one of their mortgage advisors. This can be done from the comfort of their own home via video link on a laptop, desktop, or tablet computer.
The service was successfully trialled during 2015 for Lloyds customers and has proven to be a hit. This solution provides a nice alternative for those that are unable to get to a branch or unable to get an appointment with their mortgage advisor.
In customer feedback following the pilot, 95% of customers rated their experience as good or excellent. Now 16 Lloyds Bank branches are piloting the use of the video service for customers coming into the branch which they will hope increases mortgage appointment availability at peak times.
Our customers’ needs are continuing to change. They want greater choice, convenience and value.
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.
The Lloyds Banking Group recognises the importance of technology and innovation and have already invested £750 million in digital innovations over the last three years.
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.