Big Banks ARE Replying to Customer Inquiries on Twitter After All

Yesterday, I wrote that big banks were not responding to customer inquiries — sent from our mystery shopper account — on Twitter.

I was wrong. They are, promptly and largely helpfully responding, but I missed most of the replies because I only got alerts from four of them. I am not sure why I wasn’t alerted via email to the other responses.

I suppose if I can blow it, this could happen to anyone. The replies were only viewable by clicking on my outbound tweets. It raises the question of whether customers may be missing responses to Twitter inquiries.

I deeply regret the error.

The state of big banks responding to customers on Twitter is, in truth, good. All responded within five hours and most replies were personalized and helpful. It appears the banks’ commitment to picking up customers on Twitter is strong.

Here is our tweet, sent around 1:30 PM to the 12 largest consumer banks (except for BB&T, which has no Twitter feed) and the responses, in the order received.

Sandra from TD responded with a helpful link. The Twitter page has her name and image at left.

@notthatpaulryan Thx for considering us Paul. Feel free to check out http://t.co/KSPOasKJz9 for acct options & tweet us with any Q’s.^SD

— TD Bank (@TDBank_US) May 31, 2013

Neil from PNC wrote to say the bank has Quickswitch options — this is unique and great information promising an easy transition.

@notthatpaulryan We can help with QuickSwitch options! http://t.co/ehdy49qBGR. Visit your local branch or DM your phone# for more info. ^NS

— PNC Bank Help (@PNCBank_Help) May 31, 2013

I wrote to HSBC_Press but got a reply from HSBC_UK asking me to call a British telephone number. The differentiation between countries for international banks should be made clear.

https://twitter.com/HSBC_UK_Help/status/340523565898141696

Preferring to speak out of the public eye, Citibank invited me to DM them and followed back to allow this.

@notthatpaulryan I'd be happy to have someone contact you. Please DM your phone# only & a convenient time to call, Thanks! ^JG

— Ask Citi (@AskCiti) May 31, 2013

Stephanie from SunTrust wrote a two-part response inviting us to chat. A key at left has the name and picture of the person tweeting, a nice touch.

https://twitter.com/AskSunTrust/status/340526193063374848
https://twitter.com/AskSunTrust/status/340527082071265280

US Bank’s reply was succinct and acceptable.

@notthatpaulryan Hi Paul,thanks for ur interest in US Bank!What type of acct r u looking for?Check them out here: http://t.co/y3BCphLfW6 ^kb

— U.S. Bank (@AskUSBank) May 31, 2013

Chase responded with a two-part tweet. We could look at options online or visit a branch.

@notthatpaulryan 1/2 We offer a few account types here at Chase. I recommend viewing them here: http://t.co/V9GbrNF2fx

— Chase Support (@ChaseSupport) May 31, 2013

@notthatpaulryan 2/2 You can also meet with a personal banker in your nearest branch to find the best fit for your banking needs. ^MB

— Chase Support (@ChaseSupport) May 31, 2013

Lynn from Capital One wrote a two=part response inviting us to call.

@notthatpaulryan Hi Paul, Lynn w/Capital One here. We want to make sure we make ur banking experience pleasant & convenient. (cont)

— Capital One (@AskCapitalOne) May 31, 2013

@notthatpaulryan (cont) Pls call 800-987-2265 to review options w/a banker. ^LJ

— Capital One (@AskCapitalOne) May 31, 2013

AH from Bank of America also replied with a two-part response. I was invited to DM them, and they followed me so that I could do so.

@notthatpaulryan Hi Paul, I work for Bank of America. ^ah

— Bank of America Help (@BofA_Help) May 31, 2013

@notthatpaulryan Please DM your name, zip, phone and we'll give you a call to see how we can help. No account numbers. ^ah

— Bank of America Help (@BofA_Help) May 31, 2013

MD from Wells Fargo invited to call a local banker.

@notthatpaulryan Paul, it would be best to speak with a local banker or call (800) 869-3557 to the discuss the best options for you. ^MD

— Ask Wells Fargo (@Ask_WellsFargo) May 31, 2013

Ally’s response is pat but contains a helpful link. It arrived the latest, some four and half hours after our tweet to them.

@notthatpaulryan Hi Paul. You can find all about Ally Bank’s rates, low fees and 24/7 customer service here: http://t.co/iGGj0oCdzm

— Ally (@Ally) May 31, 2013

With the exception of HSBC’s tweet, all of these tweets are helpful and could potentially solve the problem posed in our initial tweet. The tweets offering to continue the interaction digitally rather than referring to a phone number are better, since they don’t require the customer to switch channels.

The personalized responses, which most banks sent, are also preferable, to humanize the digital channel.