Standard Bank has launched a new Relationship Banking Instant Messaging service in conjunction with WeChat.
Sibongiseni Ngundze, Head of Retail Banking says the hassle of having only limited contact with your bank, through physically going into branch and standing in queues, or calling call centres and sending emails is now truly in the past.
“Traditional methods of communication have their disadvantages, which can inconvenience time-strapped customers. These days most relationships are conducted via instant messaging, so why not your banking relationships? The goal of providing service on WeChat is not only to make banking easier, but also to provide an unmatched level of personal service that enables us to support our customers in all banking circumstances, anytime, anywhere.”
Instant messaging volumes around the world have already surpassed SMS by some distance and are continuing to grow. Within a few years it is believed instant messaging will surpass many of today’s key communication mediums. “We plan to be ahead of the competition,” says Mr Ngundze.
It can take, on average, one day for an email to be returned, 15 minutes for your call to be handled efficiently, and 1.5 hours for a branch visit.
“Things move faster than that these days and relationships are increasingly moving into the digital world. As a bank that is in tune with the trends and demands of our clients, we have therefore moved quickly to make these solutions available,” says Mr Ngundze.
He says the new service is “like adding your personal banker to your messaging ‘friend list’ and having them available to you 24/7/365, just like many of your existing personal relationships”.
It is a market worth taking seriously. Research shows there are over one hundred million people sending instant messages worldwide, while there are 5 million WeChat users in South Africa.
Standard Bank has introduced a range of digital and social media-based products and services already, helping to integrate banking into customers’ lifestyles and making their use of banking services as personalised, intuitive and ‘connected’ as any of their other device or online-enabled activities. “The latest offering simply adds another level of convenience and ease in customer’s day-to-day dealings with us, and puts them in charge of the way their banking is conducted,” says Mr Ngundze.
Prestige and Private customers need simply phone or email their bankers, or speak to their bankers in-branch and provide their WeChat ID before being taken through a verification process, after which they will be registered on the network and then simply need to log in to WeChat and search ‘Standard Bank’ under ‘Official Accounts’ to have access to chat to the team of virtual bankers anytime, anywhere, with the added benefit of 3GB of free WiFi, valid for three months, through AlwaysOn in AlwaysOn zones.
“As the first South African financial service provider to offer WeChat as a communication channel of instant messaging to our customers, with its inbuilt customer relationship management capabilities and real time response , we are confident that this latest offering will further move our customers forward. And we won’t stop here – we will continue to develop products for our customers to suit their needs in lock step with technological advances,” says Mr Ngundze.
“Partnering with a household name like Standard Bank will allow us to demonstrate to their large Prestige and Private customer base, the benefits of using WeChat,” says Brett Loubser, Head of WeChat Africa. “In this instance, WeChat allows Standard Bank customers to speak to a real person rather than receiving automated responses. Having access to your own banker 24/7 is a first and another way that WeChat is bringing the online and offline worlds together. We look forward to offering more of WeChat’s unique features on Standard Bank’s official account in the future.”
How we use phones to avoid human contact
A recent study by Kaspersky Lab has found that 75% of people pick up their connected device to avoid conversing with another human being.
Connected devices are becoming essential to keeping people in contact with each other, but for many they are also a much-needed comfort blanket in a variety of social situations when they do not want to interact with others. A recent survey from Kaspersky Lab has confirmed this trend in behaviour after three-quarters of people (75%) admitted they use a device to pretend to be busy when they don’t want to talk to someone else, showing the importance of keeping connected devices protected under all circumstances.
Imagine you’ve arrived at a bar and you’re waiting for your date. The bar is busy, and people are chatting all around you. What do you do now? Strike up a conversation with someone you don’t know? Grab your phone from your pocket or handbag until your date arrives to keep yourself busy? Why talk to humans or even make eye-contact with someone else when you can stare at your connected device instead?
The truth is, our use of devices is making it much easier to avoid small talk or even be polite to those around us, and new Kaspersky Lab research has found that 72% of people use one when they do not know what to do in a social situation. They are also the ‘go-to’ distraction for people even when they aren’t trying to look busy or avoid someone’s eye. 46% of people admit to using a device just to kill time every day and 44% use it as a daily distraction.
In addition to just being a distraction, devices are also a lifeline to those who would rather not talk directly to another person in day-to-day situations, to complete essential tasks. In fact, nearly a third (31%) of people would prefer to carry out tasks such as ordering a taxi or finding directions to where they need to go via a website and an app, because they find it an easier experience than speaking with another person.
Whether they are helping us avoid direct contact or filling a void in our daily lives, our constant reliance on devices has become a cause for panic when they become unusable. A third (34%) of people worry that they will not be able to entertain themselves if they cannot access a connected device. 12% are even concerned that they won’t be able to pretend to be busy if their device is out of action.
Dmitry Aleshin, VP for Product Marketing, Kaspersky Lab said, “The reliance on connected devices is impacting us in more ways than we could have ever expected. There is no doubt that being connected gives us the freedom to make modern life easier, but devices are also vital to help people get through different and difficult social situations. No matter what your ‘connection crutch’ is, it is essential to make sure your device is online and available when you need it most.”
To ensure your device lifeline is always there and in top health – no matter what the reason or situation – Kaspersky Security Cloud keeps your connection safe and secure:
· I want to use my device while waiting for a friend – is it secure to access the bar’s Wi-Fi?
With Kaspersky Security Cloud, devices are protected against network threats, even if the user needs to use insecure public Wi-Fi hotspots. This is done through transferring data via an encrypted channel to ensure personal data safety, so users’ devices are protected on any connection.
· Oh no! I’m bored but my phone’s battery is getting low – what am I going to do?
Users can track their battery level thanks to a countdown of how many minutes are left until their device shuts down in the Kaspersky Security Cloud interface. There is also a wide-range of portable power supplies available to keep device batteries charged while on-the-go.
· I’ve lost my phone! How will I keep myself entertained now?
Should the unthinkable happen and you lose or have your phone stolen, Kaspersky Security Cloud can track and protect your device from data breaches, for complete peace of mind. Remote lock and locate features ensure your device remains secure until you are reunited.
Five key biometric facts
Due to their uniqueness, fingerprints are being used more and more to quickly identify and ensure the security of customers. CLAUDE LANGLEY, Regional Sales Manager, for Africa at HID Global Biometrics, outlines five facts about the technology.
How many times in a day are you expected to identify yourself? From when you arrive at work you are required to sign in, visiting your bank, receiving healthcare services… The list is endless. When a system knows who you are, you are able to do any number common, everyday activities. Your identity is unique and precious. It is also easily stolen and the target of many hackers across the globe. Technology is constantly evolving alongside the criminal element, always looking for ways to protect data and identity. One such solution happens to be biometrics and it is rapidly gaining traction in our increasingly complex modern world.
Reliable, secure and fundamentally YOU, unique biometric traits such as fingerprints are being used by banks, enterprises and consumers to verify identity. Biometric solutions offer significant identity protection because they use unique biological details to ensure an account is only accessed by the account holder, a door only opened by the owner. Here are five things that are little known about this technology…
- The uncut identity. Your fingerprint is unique to you. Nobody can use a copy of it to impersonate you. Good technology is capable of scanning down into the layers of the fingertip to differentiate unique elements of a person’s fingerprint, this data is then encrypted and used as a key to unlocking whichever physical or virtual door that the biometric system protects.
- The living proof. No, there is nothing to the stories of fingerprints being used without their owner’s knowledge or permission. Biometric solutions can use specific variables to determine if the finger used to access the system is that of a present, living person. A copy or a fake cannot be used to access a cutting-edge biometric solution.
- Easy and convenient. Queues and documents and paperwork may well be a thing of the past should biometrics take a firmer grip of government and banking systems. The process of registering is easy, and access to identity documents and records is yours alone.
- Security blanket. A thousand passwords and a hundred post-it notes stuck on walls and drawers. An excel file with a list of sites and applications and their corresponding passwords, all a thing of the past. Nobody needs to remember their password with biometrics, they only need to show up.
- Anywhere is cool. Schools, airports, networks, offices, homes, toilets, banks, libraries, governments, border controls, immigration services, call centres, hospitals and even clubs and pubs – knowing “who” matters and biometrics can quickly and conveniently confirm your identity where needed.