NatWest Intermediary Solutions is extending the opening times of its broker instant messaging service LiveTALK from today by 45 minutes to 9am-6pm.
It was previously available between 9am-5.15pm.
Launched three years ago it became the primary channel for enquires about pre-submission client applications in May 2011.
LiveTALK enables brokers to get answers to their questions about a range of topics such as lending criteria, product availability, latest rates and application packaging requirements from the sales support team.
The team deals with an average of 11,500 LiveTALK sessions a month and NatWest says it has been consistent in achieving a 97+% satisfaction rating from brokers using this service.
Sarah Taylor, service development manager at NatWest Intermediary Solutions, said: “LiveTALK has been a resounding success with thousands of brokers regularly using this service. We know from our broker satisfaction survey that those who use it, love it.
“I believe that technology has a crucial role to play in making it easier for brokers to do business with lenders but key to that is the way it is blends with human interaction.
“LiveTALK was introduced to complement and support BDM contact and not to replace it, evidenced by the fact that we have increased our number of BDMs and grown our LiveTALK team this year. We have an experienced and highly skilled team of people who conduct the LiveTALK conversations and I am confident that those intermediaries who haven’t yet used it will be delighted with the service they receive.”
