Mobile Chat Qorus Banking Innovation Awards 2013

Mobile Chat is an innovative feature of the RBS and NatWest Business Banking apps that enables customers to interact with support staff via Instant Messaging on their iPhone or iPad. It’s the first banking service of its kind in Europe and was launched in February 2013. The objectives behind this new product feature were to provide an additional channel for customers to interact with the Bank as well as align the mobile service offering with the online service offering. RBS were the first UK bank to offer a mobile banking app specifically designed for business customers. RBS has over 1 million business and commercial customers and, as mobile is the most frequently used touch point between the Bank and our business banking customers, RBS is keen to remain an innovative market leader in the mobile banking space. Successful implementation of the new product involved collaboration between several teams within RBS as well as support from our strategic partners. LivePerson offered the underlying service and API to support the chat function while our Mobile development agency partner, Grapple, provided the expert testing and development work to create the slick UI enjoyed by our customers. With support from our server support partner, Monitise, and our RBS Mobile Team, the product was refined and delivered to meet our high standards. Through this product launch, we have demonstrated our passion for innovation in mobile banking. More importantly, we are providing services to our customers through new channels thus strengthening our relationship and making it more convenient for our customers to contact us.