24 October 2016
- Nationwide to team up with SignVideo to enable deaf and hard of hearing customers to access services
- Customers will be able to access sign language interpreters online to manage their finances
- Nationwide is the first building society to offer this service
Launching today (Monday 24 October), SignVideo Live will allow British Sign Language (BSL) users to take full advantage of the services that Nationwide has to offer.
The free service can be accessed via a link on Nationwide’s website (www.nationwide.co.uk) which will enable customers who are deaf and hard of hearing to access a BSL interpreter through video. From here, the interpreter will connect the customer to the customer services helpline, relaying the call live like any regular call.
Currently there are 11 million people confronting deafness and hearing loss in the UK, with approximately 150,000 BSL users. This emphasises the need for a customer experience where those who use BSL can confidently and independently manage their finances.
Video relay service is becoming increasingly popular in the customer services industry and complements Nationwide’s goal to provide an all-inclusive service for its customers. Available on computers, laptops, tablets and smartphones, the service is easily accessible in whichever way the customer chooses to use it.
Mandy Griffin, Nationwide’s Head of Customer Experience, said: “We are very proud to be partnering with SignVideo to provide our deaf and hard of hearing customers with the services they need to help them manage their finances. The service is another great asset, alongside our wider Specialist Support Programme1, which enables our members to receive extra support when it matters most.”
Jeff McWhinney, Chairman and Founder of SignVideo, said: “We are encouraged to see more financial institutions like Nationwide considering how they can serve their deaf BSL customers. SignVideo are thrilled to launch this service with Nationwide, which allows equal and immediate access to their helplines for the BSL community. We are proud of Nationwide for being one of the UK’s leading building societies in setting the benchmark for accessible customer services in the finance industry. The UK BSL community will be delighted that this service is now available.”.
Notes to Editor:
About Nationwide’s Specialist Support Service
1With the shared aim of helping customers manage their finances and reduce the stress of money worries, the Society has worked with Macmillan Cancer Support to develop a first-of-its-kind Specialist Support Service for customers affected by cancer. The Service covers the various stages a customer may experience when going through a difficult time, from immediate requests for support to the longer-term management of financial difficulties. In August 2016 the service was extended to support those with other life-limiting conditions, such as heart disease, stroke and motor neurone conditions.