Customer service in the digital age.
Banking and their products can be complicated. There are times when you want quick answers. In previous years this meant a phone call to the bank or a trip to a branch.
Today, customer service has moved into the 21st century. It’s easier than ever to get connected with a representative from your financial institution through live chat. Large financial institutions also have social media channels you can use to raise a complaint, ask a question or provide feedback.
This page has information about which financial institutions offer live chat (also known as online chat) and other ways you can contact your banking institution online.
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Compare online savings accounts from banks with live chat
What is live chat?
Live chat allows you to receive real time assistance through “chat”. It is typically set up as a form of customer service for people who are visiting the bank’s website. Through live chat, you can ask questions about purchasing and comparing products and receive answers from their support staff in real time.
These financial institutions have an online live chat service you can use to contact a customer service representative Monday to Friday.
|Financial institution||Live chat hours||How to live chat?|
|Commonwealth Bank||Monday to Friday 8AM - 10PM (AEST)||CBA online chat is initiated when you visit certain pages and a Commbank representative is available.|
|HSBC||Monday to Friday: 8AM - 8PM (AEST)||You will get an invitation to live chat when a HSBC representative is available.|
|Citibank||Monday to Friday: 9AM - 6PM||Chat window pops up when Citibank representative is available or you can initiate a live chat on the contact us page.|
|Bankwest||Monday to Friday: 7AM - 6PM (WST)||Click the chat now icon in the bottom right hand corner to start a chat. You may also be invited to a live chat session when an ANZ representative is available.|
|ANZ||Monday to Friday:||Chat is initiated when an ANZ representative is available only.|
|Teachers Mutual Bank||Monday to Friday: 8AM - 7PMSaturday: 9AM - 3PM||Go to the internet banking login page and select ‘Start Web Chat’.|
If your bank doesn’t offer a live chat service, there are other ways you can contact a representative online. Financial institutions can give you general information via social media platforms Facebook, Twitter and Google Plus (G+). Keep in mind it can take a couple of hours before you receive a response and you will only receive general financial advice. You may be asked to send a direct message as a follow up question. UBank have a Skype chat service; however, this is similar to making a phone call.
|Financial institution||Social media platform|
|BankSA||Facebook & Twitter|
|ANZ||Facebook & Twitter|
|Bendigo Bank||Facebook & Twitter|
|BCU||Facebook & Twitter|
|CUA||Facebook, Twitter & G+|
|ING||Facebook, Twitter & G+|
|NAB||Facebook, Twitter & G+|
|Rabodirect||Facebook & Twitter|
|RAMS||Facebook, Twitter & G+|
|St.George||Facebook & Twitter|
|UBank||Facebook, Twitter & Skype|
|Westpac||Facebook, Twitter & G+ / Westpac offer corporate customers a live chat service.|
|Virgin Money||Facebook & Twitter|
Compare savings accounts from banks with customer service through social media
- Get answers to your questions in real-time. Live chat can give you general advice on the spot, there’s no need to wait on the phone.
- Multi-tasking. You can minimise the chat window and do something else while you’re waiting for the representative to type a response.
- Get answers to your questions during business hours. Sometimes it's hard to take a moment out of your working day to make a call. Live chat lets you receive customer service without taking too much time out of your day.
Potential drawbacks of live chat
- The advice is likely to be general. Live chat operators can only provide you with general advice so if you're looking for a tailored and in-depth answer to your question, you may still be required to phone or visit a branch.
- There is limited scope. Live chat services from financial institutions are limited to a comparison of one brand only. Live chat from comparison services such as finder.com.au can give you general advice which covers products from different banks and financial institutions.
We also have a live chat service if you want to get in touch with a representative from finder.com.au. We can give you general advice but we can’t provide personal financial advice. We have an “ask a question form” at the bottom of this page as well. Leave a question and a member of our team will be in touch shortly after.
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