Best Buy: RakBank offers real-time help through online chat

RakBank is offering new Web services, including answering customer questoons via online chat.

United Arab Emirates -- The exterior of a RAKBANK branch. Photo supplied by RAKBANK

There are few things more frustrating than being given the runaround by a bank.

Whether you are endlessly on hold to the sound of elevator music, or listening to the monotone voice of a recording, speaking with a living, breathing person can be a monumental task. In fact, the personal approach to banking is often reserved for those with huge balances and elite account packages.

But RakBank Direct, the financial institution's latest initiative, seeks to change how banks communicate with customers.

The service, which provides fast, online-only transactions, allows clients to chat in real time with representatives through RakBank Direct Chat.

Much like a standard chatroom, customers log on by simply inputting their name, e-mail and mobile number. Then a text box invites clients to type in their inquiries, after which a representative "joins the chat" and responds.

Ian Hodges, the head of personal banking, says the new website is part of the Abu Dhabi-listed lender's push for a greater social media presence.

"We have identified a trend in the marketplace towards timely and effective banking services and solutions," he says. "As the number one bank in the UAE in customer service, RakBank brings its customers yet another online solution via this website to cater to a growing segment of customers that prefer taking care of banking and insurance requirements online with minimal paperwork."

Open to all of the bank's customers, the online platform immediately displays a series of tabs offering a variety of financial services, such as motor insurance, the F@st S@ver Account, Family Shield Plus, medical coverage and travel insurance. Each field can be customised and, with a few clicks, clients can quickly receive a personalised quotation, upload documents and make payments and transfers.

Other benefits of RakBank Direct include interactive tools and videos that tell customers about the bank’s latest features and benefits before they select a service or product. There is an option to schedule an immediate call if you have questions and, of course, there is always the instant chat-room service to get answers to all those little questions.

Rather than waiting, the idea is to create a platform that lets customers get the answers and services they need – without the elevator music.

“We are constantly looking for banking solutions that provide our customers with the utmost convenience and service quality,” says Graham Honeybill, the general manager of RakBank.

“This latest offering is for busy customers who prefer to review, select and apply for banking products from the comfort of sitting behind their computers.”