This is part of Nationwide’s ongoing investment in improving broker support.
The instant messaging service will be geared up to answer technical and system support questions, as well as product and lending criteria, procuration fee and registration queries.
This will allow brokers to select the relevant option and route them through to the subject matter experts at the Society.
Brokers will also be able to ask a question before being connected to the team of business development advisers, so that queries can be answered more quickly.
Ian Andrew, Nationwide’s managing director of intermediary relationships (pictured), 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.”