Bank Systems & Technology is part of the Informa Tech Division of Informa PLC

This site is operated by a business or businesses owned by Informa PLC and all copyright resides with them. Informa PLC's registered office is 5 Howick Place, London SW1P 1WG. Registered in England and Wales. Number 8860726.

Management Strategies

03:43 PM
Connect Directly
RSS
E-Mail
50%
50%

BofA_help Making Good on its Tweets

After being on Twitter for barely two weeks, Bank of America's virtual helpdesk seems to be making a good first impression on some users. If the often-cynical readers of consumerist.com are happy with it, then it looks like BofA has figured out

After being on Twitter for barely two weeks, Bank of America's virtual helpdesk seems to be making a good first impression on some users. If the often-cynical readers of consumerist.com are happy with it, then it looks like BofA has figured out a good formula for using this particular social networking tool.One point brought up in the comments section of that blog was what separates the caliber of employee on BofA's Twitter helpdesk from people in other channels, like contact centers and branches. My guess is at this point, BofA has to put its best foot forward and is using its a-team for Twitter interactions.

Still, it's a good sign of things to come. Twitter could prove to be a very cost-efficient channel for serving customers with problems.

Register for Bank Systems & Technology Newsletters
Slideshows
Video
Bank Systems & Technology Radio
Archived Audio Interviews
Join Bank Systems & Technology Associate Editor Bryan Yurcan, and guests Karen Massey and Jerry Silva from IDC Financial Insights, for a conversation about the firm's 11th annual FinTech rankings.