After reading today’s press releases and the flurry of tweets, I decided to visit what is being referred to as a world’s first. New Zealand bank, ASB has launched (on a trial basis) a virtual branch on Facebook. 

First up I visited ASB’s Facebook Page and clicked on the Virtual Branch tab, and was greeted by a slightly Max Headroom and Milli Vanilli-esque, lip syncing avatar. I wasn’t too bothered, as it reinforced the term “virtual” in my mind. 

To access the app I was greeted with this Request for permission: 

My first thought was that I want to access ASB’s “basic information” in return - you know quid pro quo and all. After some initial angst around privacy I clicked Allow. 

I then had a choice of who I wanted to chat to. I chose the woman on the top row - far right. 

Paula and I had a quick virtual chat. I did not ask about bank accounts, loans, interest rates or insurance. You know, I was just establishing rapport.

I think this initiative has legs. I’m not sure if I can order all services via this medium - will customers still need to go into a branch and fill out forms, meet with the bank manager etc.?

I congratulate ASB for trail blazing. Whether this is a success or not, ASB to me is definitely embracing the term “social” in social media.

It will be interesting to see how this is all perceived by the media. Will we see the end of bricks and mortar branches? Is this just the start of something really big?