Tangerine: First Bank in Canada to Offer Secure Chat Feature

Tangerine, an innovative Canadian direct bank, recently launched Secure Chat, a new service feature that will enable clients to interact securely with the bank over a real-time chat session. The new service is available through Tangerine's website and will be coming soon to its mobile banking app. It provides a means for clients to have typed conversations with Tangerine Associates about confidential banking matters that previously could only be discussed over the phone.

Tangerine has 1.9 million clients and close to $38 billion in total assets. Tangerine offers banking that is flexible and accessible, products and services that are innovative, fair fees, and award-winning client service. From no-fee daily checking and high-interest savings accounts, GICs, RSPs, TFSAs, mortgages and mutual funds, Tangerine has the everyday banking products Canadians need.

Tangerine previously provided a chat feature that was limited to general inquiries only, similar to other Canadian banks. Now, clients will be able to interact on a wide variety of confidential banking matters, which could include getting specific account details or completing transactions, all within a chat session from the convenience of their mobile device or computer.

"It's an exciting time for our nearly 2 million clients at Tangerine. We use new, safe and secure technologies to transform the client experience and to help Canadians live better lives," said Peter Aceto, President and CEO of Tangerine, in the press release. "Whether you want to become a new client or access your hard-earned money, it's never been a better time to be a Tangerine client. We are very proud to be the first bank in Canada to have the technology in place to offer this Secure Chat feature."

Tangerine's Secure Chat feature uses Genesys technology and operates on a customized platform that was built in partnership with IBM.

"As we work on new technologies to improve and personalize customer's digital interactive experiences, we know that chat features are the future when it comes to convenience and preference," says Charbel Safadi, Global Business Services Partner and Chief Technology Officer for IBM in Canada. "We're excited to be working with Tangerine who continues to drive financial service innovation by offering a secure chat technology and exposing it to multiple channels including mobile devices and online banking to further enhance digital engagement and convenience for Tangerine clients."

Banking is a flourishing industry which is focused on technological innovations. The trends have been changing year over year with new innovations, an increasing number of startups, mergers and acquisitions and customer expectations. Internet banking has emerged as the biggest focus area in the digital transformation agenda of banks. The main motive behind deploying these new innovations is to increase revenue, enhance customer experience, optimize cost structure and manage enterprise risk. With the advent of mobile computing, social media and cloud computing, the risk environment is changing and banks can no longer ignore the privacy of customers.