However the economic crisis started at least banks are trying to provide better customer service.
Bank of America is providing a new way for customers to contact the bank with requests for help or information -- via Twitter, the free social real-time messaging utility. On November 9, the Twitter servicing team began responding to deposits, Card and Home Loans & Insurance related customer requests.
Since November 9, 2009, the number of followers has increased about 15% to more than 4,000 followers of BofA_Help on Twitter. Those customers have potentially influenced almost 1.7 million users on Twitter with positive posts about their experience and results. The bank has been on Twitter since January 2009 as a pilot mainly serving Deposits relayed queries and is now responding to queries related to the Card and Home Loans & Insurances businesses.
When customers with service problems contact "BofA_help" on Twitter, a member of the Twitter servicing team will respond with a tweet or message of no more than 140 characters at a time, the maximum length allowed by Twitter. Customers are then asked to contact by "DM" or direct message, with specifics of their concern and contact information to take then conversation offline. That way, customers can provide sensitive information, such as contact numbers, privately and safely. Customers are never asked for account numbers. Customers typically contact us through traditional channels, but some customers are turning to Twitter first as their preferred channel of choice. We are still encouraging customers to utilize the traditional service channels as needed.
"Given today's dynamic landscape, we have to think about servicing our customers in a broader way, far beyond the traditional customer engagement," said Mike DeCandido, Bank of America Customer Service and Solutions executive. "the advent of social networking, is an example of this philosophy at work, enables us to listen to our customers in real-time and gain powerful knowledge on everything from product enhancements to customer issues to financial guidance. Engaging customers where they are, and being relevant and useful, is a deliberate strategy in terms of our use of social networking."
What is Twitter and how does it work?
Twitter is a free social media/networking site note affiliated with Bank of America. It began as a convenient way for people to stay in touch with family and friends by allowing users to answer the simple question, "what are you doing?" users send short, 140 character messages called "tweets" to their friends and other users, called "followers." Today, it's grown to become a world wide, means of instant communication to anyone and everyone. Businesses also utilize Twitter as a direct form of contact with their customers, allowing them to address customer concerns in an open forum and stay in touch in real time.
Why is Bank of America on Twitter?
In January 2009, Bank of America joined Twitter so they could communicate instantly and directly with our customers to resolve their problems, address concerns and share information. The typical Twitter starter question is, "What are you doing?" However, they seek out users who express they have a problem with a bank product and ask, "Is there anything I can Do to help?" We're here to help, listen and learn from our customers - to continuously make banking easier, faster and more convenient.
How does the bank manage the Twitter account?
It is monitored on a daily basis for any incoming messages from customers. The Twitter servicing team responds to the question and takes the customer "offline" to determine if they can help. Customers are NEVER asked to give or provide account information.
How do customers know if they are actually communicating with a Bank of America representative?
Twitter users are known by their "@username" identity. Bank of America's is @BofA_Help. The official Bank of America Twitter profile is Twitter.com/BofA_Help. If you send a tweet to @BofA_Help (or receive one) you'll be communicating with a Bank of America associate who will gladly assist customers with their problem or concerns about Bank of America products or services, they will reach out to see how they can help. They encourage communication, but never disclose financial information via Twitter. We will never ask for (or discuss) Social Security numbers, account information, passwords, or PINs. Also Bank of America does not endorse or encourage clicking on links posted by other users, because these links may pose risks to your computer or take you to inappropriate sites.
For answers to all your financial questions check us out. Subscribe so you never miss the boat.
No comments:
Post a Comment