Samsung smartwatches to aid customer service at flagship HSBC branch

HSBC is using Samsung smartwatches to enhance customer service and employee experiences at its flagship New York City branch. Dubbed the “branch of the future,” frontline staff at 452 Fifth Avenue will be equipped with customized Gear S3 smartwatches. The wearable devices will allow them to enhance customer service. It will enable more seamless and efficient in-branch communications between team members.

HSBC deploys Samsung smartwatches at flagship New York City branch

Traditional communication channels at fixed locations like desks will no longer bound employees. They will be able to move around in the branch while being able to communicate with each other at any time.

The custom Gear S3 app for HSBC has preset text messages that enable employees to quickly and discretely communicate about customer needs. Samsung Knox Configure will allow IT to automatically enroll new devices. They will also be able to re-configure the UI and messages based on the workflow needs.

An HSBC-branded watch face is present as well. It has a simplified interface which lets employees send requests quickly or notify colleagues of immediate service needs. Since the Gear S3 has LTE, employees will be able to stay connected even when they don’t have their smartphones nearby. They will even be able to make and answer calls among team members hands-free as and when required.

Initial results from the pilot showed that relying on the Gear S3 improved customer waiting times and allowed for more efficient communication. HSBC will be using the insights to identify better ways of working.

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