Home Finance & Investments Equity Release Supermarket launch video chat capability to stay connected to customers

Equity Release Supermarket launch video chat capability to stay connected to customers

Leading independent equity release advisory experts, Equity Release Supermarket (ERS), today announced the launch of their new online video capability.

Equity Release Supermarket has long been a champion of pioneering technology within the industry to enable greater choice and flexibility, hence the company’s roll out of its new video chat solution was a natural extension of this.

They are the first broker in the industry to introduce this functionality and make themselves more available to customers, providing that highly sought-after face-to-face interaction during this time of social distancing.

Mark Gregory, Founder & CEO commented: “It’s been a challenging time for everyone with uncertainty mounting and remote working becoming the new norm.”

“We made the decision early on to shift our online operations to incorporate an interactive video chat capability, enabling us to be in front of the customer at all times, bringing us closer together.

“We knew that many of our customers already preferred to use remote channels, with 40 per cent of our advice
conducted by telephone alone in 2019, so having seen the increase use of video chat platforms and the benefits they bring in recent weeks, we knew we had to develop the functionality fast.”

“We believe by offering this ‘remote meeting’ service that it will go some way to boosting morale for both our advisers and customers, as well as gaining that much needed human interaction.”

Given that this is only part of the equity release process, some lenders and the Equity Release Council have put in place measures to complete the process remotely.

As surveyors can currently no longer make home visits, some lenders are now able to offer desktop valuations and the ERC have also temporarily sanctioned that solicitors can provide legal advice via telephone or video chat. It is still a legal requirement that the mortgage deed must be independently witnessed, hence solicitors will be working with their clients, to provide them with the best solution for their personal circumstances including social distancing.

Mark commented: “I take great pride in the way our team has quickly adapted to the changing working environment. They have transitioned to this new way of working with immense professionalism and continued to provide the quality advice and service to customers that Equity Release Supermarket is known for.”

The newly developed service by Equity Release Supermarket complements their telephone, live chat and email services. Plus, customers have access to an exclusive and secure online portal, enabling them to access all their documentation and track their application progress.

Since launching in 2008, Equity Release Supermarket have continued to embrace digital technology. They were the first equity release broker to offer customers an online calculator and have continued to push the boundaries in terms of industry innovations ever since. They still remain the only broker to offer a range of calculators, analysis tools and their ‘Compare Deals’ functionality, where users can compare and contrast ‘real time’ plans and retirement mortgages that are available across the whole of the later life lending marketplace.