The bank, which describes itself as a challenge to the major banks, says its customers use the mobile banking app more than any other digital channel and, by launching Australia’s “first authenticated messaging functionality” within its mobile banking app, it has given its growing customer base “unprecedented, instant assistance” from its customer service team.
And, the bank says the service is secure because it is available only after authentication through a fingerprint impression or a private PIN.
The new app was developed in partnership with of banking technology provider Sandstone Technology, and global customer contact solutions company LivePerson.
Daniel Locke, IMB senior manager, digital channels, said: “During the last 18 months, our app has rapidly become our most-used digital channel with twice as many daily users as traditional Internet Banking. And many customers use the App three times a day or more.
“Now, our customers can reach out to us without having to stop what they’re doing and make a phone call. And, we can reach out to our customers through the device they use most often if we need to engage with them quickly.”
Robert LoCascio, chief executive and founder of LivePerson, says he believes the launch of the app will establish “a new benchmark in financial services for digital engagement with customers”.
“We congratulate IMB Bank for delivering this key innovation to its customers.”
According to Julian Blackley, chief executive of Sandstone Technology, “Expectations of banking customers are increasing exponentially – particularly in the mobile app space”.
“This messaging innovation is testament to the collaboration and agility from all involved to deliver this service to market very quickly with the customer firmly at the centre of our thinking.
“Our partnership with the team at IMB Bank extends over many years and it’s a privilege to be able to jointly innovate and shape the market with partners such as IMB.”