NatWest and RBS unveil in-app customer service support with Grapple

NatWest and RBS have today launched ‘Mobile Chat’ in partnership with Grapple, allowing users of the business banking apps for the pair to receive in-app, real-time customer service.

After they have logged into the app, customers can initiate a conversation with dedicated business

banking Mobile Chat advisors, across a variety of subjects such as payment status enquiries and questions on various charges.

Aron Thompson, digital director for business and commercial for RB, said: “The number of RBS business banking customers banking on mobile has increased significantly within the past 12 months and we are delighted to be the first bank in Europe to launch Mobile Chat, delivering a consistent customer service experience across all our channels.

"The drive to enable customers to bank with us on the move is part of our Ahead for Business commitment to make life easier for our customers.”

Available on the iPhone, it is hoped that Mobile Chat will reduce call-waiting and in-branch queue times for time sensitive business account holders, while creating a ‘deeper connection’ and improving customer satisfaction.

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Ishbel Macleod

I'm social media manager from The Drum.

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