Live Chat is an online messaging service connecting you to our customer service officers over instant messages. Once connected, customer service officer will provide assistance to resolve your general enquiries in relation to selected commercial banking products and services, and help you navigate our commercial banking website in a convenient and efficient way. This service is available for 7 days a week, 24 hours a day.
Scope of Services
|Live Chat service lets you talk to one of our Live Chat customer service officers.|
|Live Share is a brand-new feature that lets you share your screen securely with a Hang Seng customer service officer and navigate our website together.|
What are the benefits?
Chat to a staff online when you have a query
24 x 7 Service
Live Chat service is available 7 days a week, 24 hours a day
Easy to useThere is no setup required – just follow a few steps and start to chat with our customer service officers
Share the problem you seeAs showing something is easier than explaining. Live Share makes it easy to instantly resolve your problems
How do I use the service?
If our system anticipates that a customer is having difficulty when navigating selected commercial banking webpages, a chat invite will be prompted to offer instant assistance. When our customer service officers are available, a visible tab is also displayed at the side of the screen. Just follow the steps below to enjoy the new service:
Click “Chat Now” when the invitation box is prompted out or click on the “Live Chat” tab on the right hand side of the screen
Enter your name in the dialogue box and click “Submit”
You can start to chat by typing your questions in the chat box and pressing “Send”. When necessary, you can request our customer service officer to activate the Live Share service with you in the chat box.
Frequently Asked Questions
This service is free of charge.
Live Chat will only be triggered when our customer service officer is available and our system anticipates that you are having difficulties when navigating selected commercial banking webpages. It may not prompt every time you visit our website.
Live Chat service is now launched on selected commercial banking services and products webpages:
- Business Account
- Business Loan
- Business Account Opening Online Platform
We will gradually roll out more services / online product applications. The bank will modify the selected online services from time to time on customers’ needs observed.
We will view only Hang Seng’s webpages that you open during the Live Share session.
Yes, you will be in control of your computer screen throughout the Live Share session and you can terminate the Live Share session at any time by clicking on the "X" icon on your Live Share frame or closing the browser.
During the Live Share session, our customer service officer will not be able to input any values or click on any button on your computer screen. Further, during the Live Share session, our customer service officer can only scroll your computer screen up and down, left and right, highlight a text on your computer screen, and point the mouse-over menu on your behalf on your computer screen.
7. What if I do not want to continue the chat service and would like to have assistance by Phone, what should I do?
If you prefer to call us for enquiry, you may simply end the chat by clicking the “close chat” button at the top right hand corner anytime you like. If you need further assistance, please call:
24-hour Business Partner Direct
Hong Kong: (852) 2198 8000
Mainland Toll-free#: 4001 20 8288
# 24-hour Business Partner Direct - Mainland (Toll-free) allows you to contact us for free even when staying in Mainland China. This hotline is applicable to general enquiries on commercial banking services only, but not enquiries/transactions of investment related matters. The toll-free hotline can be accessed from mobile lines, fixed telephone lines, payphones and call cards. Please note that Hang Seng Bank Limited (the "Bank") assumes no responsibilities for charges by any phone/telecommunications service providers, as well as all claims, disputes and complaints in relation thereto.
The survey is anonymous and collects your feedback on Live Chat so that we can use it to enhance our services.
To borrow or not to borrow? Borrow only if you can repay!
Our customer service officer will never ask you to disclose any account number, internet username, PIN, password, Identity card number or personal data which may enable your identity to be directly or indirectly ascertained during the online chat conversation.