Citi today announced the launch of instant chat services for customers logged in to Citibank Online (CBOL) in India. The real-time chat facility focuses on resolving queries instantly, in a safe environment, across cards, domestic and non-resident accounts, and loans, for clients as they transact online.
“The live chat functionality will transform the post login experience of our customers as they will be able to instantly connect with our service team while they bank on our secure site. The chat facility will address the customer’s need for help or clarification while logged into CBOL,” said Kartik Kaushik, Country Business Manager, Global Consumer Bank, Citi India.
CBOL also features a regular chat facility for generic query resolutions. This was introduced to support non-account centric queries, such as requests for product features, branch locations and log-in assistance, amongst others. India is the first country in Asia Pacific within the Citi network, which spans 12 countries in the region, to launch the generic chat capabilities.
"The new chat facility does not require additional verification for the customer once logged in and authenticated. This feature, coupled with the recently launched voice biometrics authentication solution for CitiPhone, will transform the service paradigm for our customers. We believe these two chat options support digital penetration as online users can have a deeper engagement with the bank," said Anand Chopra, Head of Operations & Technology, Citi South Asia.
After logging in to CBOL, a customer who would like to use the post-login chat facility will need to click on the chat icon under the 'your queries' tab. An authentication OTP will be sent to the customer’s registered mobile number. Within a minute, a CitiPhone Officer can chat with the customer to help him or her navigate and transact on CBOL. The service will be available from .