We saw an interesting article about major banks, and the growing tendency for their customers to use social media, like Facebook and Twitter, to lodge complaints. The question is: is that effective?
(Strategy & Research firm) Javelin analyzed more than 5,000 Tweets between customers and financial institutions to explore just how helpful (or not) the conversations proved to be. It found that only a minority of the conversations successfully resolved customer problems (36 percent for Citigroup, 11 percent for Wells Fargo, and 3 percent for Bank of America.)
So, in other words, your answer is likely to be, “please contact customer service.”
Don’t get us wrong…your issues don’t bug us here at Mindfield Online! If you are not having an efficient, enjoyable experience, we want to know about it! But, here at the blog or the Facebook page, all we can do is to pass along to the helpdesk all the bits of anecdotal details that we can. We can’t actually dig into your account and fix things. So it is much more quick and efficient for you to contact the helpdesk during regular business hours at firstname.lastname@example.org or 800.969.9235
So that’s the scoop. It is an interesting article, and we encourage you to check it out. And have a great weekend!