Live Chat Service FAQ

Transcription

1 Live Chat Service FAQ Getting Start on the Service 1. What is Live Chat service? Live Chat is a service on HSBC Public Website and Personal Internet Banking product application pages / services that connects you to our Customer Service Officer over instant messages in just a few clicks. Once connected, Customer Service Officer will provide assistance to resolve questions related to your online application and complete product application upon your request. 2. Why has HSBC introduced this new service? We understand that there may be times when problems arise during the completion of the online application forms and help is required. Therefore, we have introduced the Live Chat Service which provides assistance to resolve your questions on completing the online applications and complete product application upon your request. 3. How can I use this service? Live Chat will only be triggered if our system anticipates that you are having difficulties when using online services for estatement/eadvice, View and Set Transaction Limits, eipo and Personal loans. There is no action needed from you to trigger this service. 4. How does this service work? For selected customers, you may experience Live Chat with the following steps below: 1) A pop-up window will be prompted to invite you to start a Live Chat. An instant chat will be initiated when you have chosen Start Chat.

2 2) Enter your name and click Submit to initiate the chat 3) The chat will start and you can enjoy the online message service with our Customer Service Officer. There is no need to input your personal information to enjoy the service.

3 5. Where can I enjoy Live Chat service? Live Chat Service is now launched on selected online application pages / services in HSBC Public Website and Personal Internet Banking: HSBC Public Website: - IPO Personal Internet Banking: - estatement and eadvice - View and Set Transaction Limits - Personal Instalment Loan/ Revolving Credit Facility application form Live Chat will only be triggered if our system anticipates that you are having difficulties when using the above online services. We will gradually roll out more services / online product applications. Please note that the Bank will modify the selected products from time to time base on customers needs observed. 6. How long will it take for the bank to response? Once the service is triggered, our Customer Service Officers will be on stand-by mode to answer customers query. However, the actual response time will be dependent on factors like internet connection speed. 7. How can I end the chat? You can end the chat by clicking the Close Chat button at the top right hand corner.

4 8. How can I resume the chat? The Live Chat icon will be displayed at the browser even you had closed the chat. You can initiate the chat again when you have enquiry again. 9. What devices are supported and do I need to install any software to use this service? The service is available in Windows based / Mac OSX based desktop / laptop devices that has a valid Internet access. Mobile/tablet devices are currently not supported. You do not have to install any software to enjoy this service 10. What is the survey at the end of the service about? How will the feedback be used? The survey is anonymous and collects your feedback on Live Chat so that we can use it to enhance the services.

5 Service Scope 1. What assistance will the Customer Service Officer provide? Customer Service Officer will answer your questions related to the following services: estatement and eadvice enquiry View and Set Transaction Limits IPO enquiry Personal loans enquiry (under Personal Internet Banking) There is no need to input your personal information to enjoy the service. 2. What are the servicing hours of this function? The servicing hours of the service in HSBC Public Website and Personal Internet Banking are listed as below: The service is available 7 days a week 24 hours a day. Please note that the Bank reserves the right to change the servicing hours at anytime without prior notice. 3. Is there any charge for using this service? This service is free of charge. 4. Why Live Chat is not always available? Is there a cap on the usage? Live Chat will only be triggered if our system anticipates that you are having difficulties when using online services for estatement/eadvice, View and Set Transaction Limits, eipo and Personal loans. It may not prompt every time whenever you are browsing our website.

6 Exception Cases 1. What if I do not want to continue the chat service and would like to have assistance by Phone, what should I do? If you prefer to call us for enquiry, you may simply end the chat by clicking the Close Chat button at the top right hand corner anytime you like. If you need further assistance, please call: (852) for HSBC Premier customers, (852) for HSBC Advance customers or (852) for Other Personal Banking customers. 2. Can I opt-out from using this service? The service will not interrupt your Internet Banking usage and does not require you to optin to use the service. If you do not want to use the service, simply do not need to accept the chat invitation or close the chat window and exit from the chat session. 3. Can I request your customer service officer to call me instead? Since the chat is unauthenticated, personal information like contact details we will not be shared in the chat to comply with data privacy requirement. If you need further assistance, please call: (852) for HSBC Premier customers, (852) for HSBC Advance customers or (852) for Other Personal Banking customers.

7 Personal Information 1. Does the Customer Service Officer know who I am? No. Customers will NOT be required to provide/input any personal information e.g. your account / credit card number in Live Chat. 2. What if I have shared my personal information in the chat box, what should I do? Live Chat Service will have the intelligence to mask some personal information that was input in the chat box. However, we strongly recommend the customers not to share any personal information during the chat. For more security information, please refer to our Security and Fraud Centre as linked below What data will be processed overseas and who are the third party for processing these data? We will not process personal information but only generic pattern and behaviour e.g. chat duration, chat nature for enhancing the services. The authorized third party will be the provider of these services. Please be assured that we will not share your personal data/information with any third party without your consent.