In what’s thought to be a world-first, ASB has expanded its branch network online, launching a real-time, person-to-person banking application on Facebook – ASB’s ‘Virtual Branch’.
ASB’s new Virtual Branch application on Facebook offers real-time, secure and private conversations with ASB banking specialists, building even stronger relationships with customers through virtual excellent customer service. It is open from 8am to 9pm seven days a week for service to all members of the public, wherever they can access Facebook.
ASB General Manager Internet Banking, Anna Curzon, says ASB has always been committed to supporting its customer community, wherever they are.
“By adding Facebook and other social media channels, customers and potential customers can choose to connect with ASB in the ways they are most comfortable with, whether it be by branch, the Contact Centre, mobile banking, ASB’s FastNet internet banking or now the ASB Virtual Branch on Facebook. “
Ms Curzon says the ASB Virtual Branch is being launched on an initial trial basis to gauge customer interest. It will offer the same excellent service that customers experience through our other ASB channels, offering secure conversations with a range of banking specialists.
“We expect that ASB’s internet banking services FastNet Classic and FastNet Business will still be the primary channels for most online transactions. Our ASB Virtual Branch will work alongside FastNet by providing confidential banking advice on a range of products and services. Customers will be able to chat with our dedicated team about any issues - from home loan options, to simple savings tips, or how to access foreign currency for an overseas trip. The Virtual Branch will be able to carry out the same services as our Contact Centre.”
“We believe this is the first ‘Virtual Branch’ application of its kind to be launched by a bank on Facebook, anywhere in the world,” she says “It’s really exciting for us to be able to run this application on Facebook and we’re working closely with our customers to understand more about what they want from us in social media.”
