As consumers ramp up their use of mobile to fulfill their banking needs, ensuring that transactions are secure is one of the challenges facing financial institutions. Tangerine’s new Secure Chat feature is currently available to customers through its Web site and will soon be available on its mobile banking application.

“Our chat feature is unique because it’s secure – which means it allows our clients to request confidential account details or carry out a transaction all within the chat,” said Cayley Kochel, manager of public relations at Tangerine.

Real-time transactions
Mobile banking is all about providing consumers with convenience and choice in how they engage with a financial institution. Bringing real-time transactional capabilities to chat fulfills this need by making it easy for consumers who do not want to talk with a representative to conduct business.

Secure Chat enables customers to have typed conversations with Tangerine representatives about confidential banking matters that previously could only be discussed over the phone. This could include getting specific account details or completing transactions.

Tangerine, which has 2 million clients, previously offered a chat feature that was limited to general inquiries only, similar to what other banks in Canada offer.

The Secure Feature is powered by Genesys technology and operates on a customized platform that was built in partnership with IBM. Secure Chat is available in English and French.

Mobile-savvy consumers
Customers who are already logged into online banking on Tangerince.ca can navigate to the Contact Us section to initiate a chat without having to go through additional security screening steps.

Secure Chat on Tangerine’s Mobile Banking App will operate the same way and is expected to be available in the coming months.

The news comes as a growing array of merchants are adding chat as a way to bring added convenience and choice to their desktop and mobile offerings, addressing how mobile-savvy consumers want to engage.

“It makes sense for Tangerine to offer real-time Secure Chat because it provides our clients with more choice,” she said. “Previously, like other Canadian banks, we only offered chat for very general questions, and if clients asked specifics about their account details or tried to carry out a transaction, we had to ask them to call in.”

“Secure Chat provides clients with another secure and convenient option to connect with us about all their banking needs without having to speak with someone live, should they choose,” Ms. Kochel said.

“For example, say you’re on the Go Train or at work, or just prefer to type rather than speak with someone live, you can log onto Tangerine.ca – and soon through our mobile banking app – and connect with us through a real-time chat and have that private conversation by typing while securely logged into your online banking,” she said.