The service has been divided into two separate functions, NFI Broker Chat and TMW Broker Chat. It now allows full access to live support for over 10,000 brokers.
Broker Chat is designed to help with pre-application queries and will be available alongside existing telephone support teams. One of its aims is to enable a real-time response for new application enquiries.
The conversations held using the service can also be printed out for future reference.
Ian Andrew, managing director of group intermediary sales at Nationwide, said: “As we have rolled out this new Broker Chat service to brokers in phases, the response has been very positive.”
He said feedback from intermediaries who are using the service say it has helped them find up-to-date product and criteria information they need quickly.