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Barclays becomes first bank in the UK to launch online video chat system allowing customers to talk through issues
Barclays customers will soon be able to talk to bank staff from their homes over a “Skype-like” video calling system, in the latest attempt to become less reliant on their branch networks. It will be the first time a British bank has introduced a home-based system, which will allow customers to talk through matters that traditionally require a face to face interview.
Nationwide launched a branch-based video chat service earlier this year that links customers to mortgage advisers based at the building society’s Northampton office, but Barclays is the first to bring the service into the home.
Customers will be able to set up a video chat with Barclays staff from their own computers to raise issues or discuss their financial affairs and the system will be available outside usual bank opening times, making it easier for customers who find it difficult to get to a branch during working hours.
Britain’s high street banks are grappling with how to keep customers happy as they close hundreds of branches and cut down on staff in an attempt to save money. Visits to branches have fallen substantially as customers shift to online and mobile services.
The bank’s chief executive, Antony Jenkins, plans to introduce the service in the coming weeks. Mr Jenkins, who came from Barclays’ retail banking division, is a committed advocate of technology, having pioneered the use of contactless credit cards when he ran Barclaycard.
As well as replacing many of the cashiers at its branches with iPad-wielding assistants, Barclays plans to introduce voice recognition software to retail customers next year to make it easier to access details, and has developed an at-home fingerprint scanner to replace passwords.
As well as saving costs, the use of technology is also seen as an important fraud-prevention measure by the bank.
A Barclays spokesman did not comment.
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