Natwest Is First UK Bank To Deliver Customer Rates And Payments In Personalised Video Onboarding Messaging

First impressions count. That’s why marketers are spending increasing budgets on welcome and onboarding messages.

The right approach helps to build brand loyalty and engagement early on; and as a consumer has chosen to hear from you, maximising the first point of contact ensures you make the most out of the relationship.

Lucy Alexander’s Personal Mortgage Update

That is why NatWest have launched an onboarding campaign using personalised video for all new mortgage customers - in partnership with VideoSmart.

Homes Under the Hammer star Lucy Alexander gives every customer an individual update on their rate, monthly payment amount, date of their payment and more.

By doing so, NatWest is the first UK bank to provide this information in an easy-to-understand personalised video format.

RBS Values Clear Communications In Thank You Message

Ian McLaughlin, Managing Director, Home Buying and Ownership at NatWest said in RBS’ press release on the launch of the new video service:

“We want to ensure our customers are clear about the key features of their specific mortgage when they buy or refinance their home with us. Our new personalised video offers a fun and innovative way to achieve that, whilst at the same time thanking customers for choosing us.”

A Multichannel Onboarding Process

Whether the mortgage has been opened in a branch, online or through a mobile device, the personalised video is an important step in the multichannel onboarding and engagement process.

And the results validify its power to influence, as 94% of NatWest videos have been played, 83% have been viewed to the end, and a staggering 47% of viewers went on to access the online self-service portal, seamlessly taking each customer on a truly digital journey.

Watch NatWest’s Personalised Video

What’s more, recipients have been overwhelmingly positive about the video, which highlights everything they need to know about their mortgage in just 80 seconds.

Read more about it here.