The bank could save itself, and its customers, from thousands of harried support calls, by adding a detailed a “how it works” tutorial integrated into the interstitial.īank of America interstitial ad after online banking login ( 7 April 2011, 2 PM): Many users are going to need more hand-holding and reassurances before they install the program ( note 1). Only by going back to the public site and searching for “Rapport” was I able to find the page offering more info ( third screenshot). Rapport is not yet mentioned in the bank’s security area accessible from online banking. Users who are surprised by the download warning, and even worried that they’ve been attacked by a virus, will find it difficult to find more info at that time. And that screen goes away after you press the download button. There is only a tiny link buried at the bottom of the interstitial ad for more info. And like any software program, there are real and perceived compatibility and performance issues ( see the comments on the NY Times blog entry).īank of America would be wise to make it easier for customers to find out more info on the program. It requires a download and installation, though thankfully not a full reboot ( see second screenshot). The program is not without downsides, however. The bank gets a double benefit: less fraud and improved perceptions from customers concerned about security. While Rapport does not protect from all possible threats, it does seem to provide material improvements. In total, Trusteer says it’s been downloaded more than 20 million times.Īnalysis: It’s a good move by Bank of America. Since then dozens of financial institutions have followed including Zions, PSECU, CIBC, PayPal, Santander, RBS and about 70 more ( see full client list below in note 2). ING Direct was first to offer the program, launching in May 2008. Ann Carrns in the NY Times Bucks blog wrote about it a week ago, but I guessed I missed it in all the April Fools Day commotion. Bank of America is now offering the optional Rapport protection to its 29 million online banking customers. If there was any question as to whether Trusteer had become the industry standard in online banking protection, it was answered this week.
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