Nationwide and its buy-to-let arm the Mortgage Works has upgraded its broker chat function to improve access to information and customer service for brokers.
The instant messaging service will now be geared up to answer technical and system support questions, as well as products and lending criteria, procuration fee and registration queries.
Brokers will also be able to ask a question before being connected to the team of business development advisers.
Ian Andrew, Nationwide’s managing director of intermediary relationships, said: “We know from the feedback we’ve received that intermediaries appreciate the fast, streamlined response and interactive approach of our instant messaging service broker chat.
“Now we are upgrading that service to include options to ask about technical queries as well as product information, criteria, and procuration fees, which will offer brokers a smoother, better experience.
“By introducing the technology to our technical support team, we’re providing the broker with further choice into how they’d like to interact with us.”