Citi introduces “Citi Live Chat” in Hong Kong, targeting the affluent segment

Maria Nikolova

The bank has found that the affluent segment is even more engaged in mobile banking than the general public.

Citi Hong Kong today announces the launch of “Citi Live Chat”, a platform that enables Citigold Private Client (CPC) and Citigold customers to connect with their relationship managers on-the-go. Via “Citi Live Chat”, customers can connect with their relationship managers remotely through text, audio or video. The platform is accessible after login to Citibank online banking and Citi Mobile App platforms.

On top of facilitating remote conversations between customers and their relationship managers, the platform can be used to conduct portfolio reviews, supported by screen sharing to upload documents and share files as well as links.

Lawrence Lam, Consumer Business Manager of Citi Hong Kong said,

“Our customers in Hong Kong are tech-savvy and have a preference for digital banking. From our latest multimillionaire survey, we found that the affluent segment is even more engaged in mobile banking than the general public. The launch of Citi Live Chat will help us better serve our affluent clients, and enable them to connect with us beyond our physical branch network.”

After the launch of Citi Live Chat in Hong Kong, the bank plans to roll out the technology in Singapore. In a global-first for the bank, Citi piloted audio and video banking for Wealth customers in India last year. Since its launch, over half of the customers who use the online platform have signed up for the new service and the channel is now contributing to 20% of Citi India’s Wealth Management monthly investment sales volume.

Financial services companies have been increasingly seeking to tap into the Hong Kong’s population fondness for new technologies.

In August this year, for instance, TD Ameritrade Holding Corp. (NASDAQ:AMTD) announced the launch of an AI-driven chatbot for Hong Kong investors. TD Ameritrade’s chatbot for WeChat enables retail investors in Hong Kong to do their research, access market information, and get support through one of the most popular social and messaging platforms in Asia.

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