Wells Fargo Starts Tweeting Customer Service
If consumers want to ask Wells Fargo a question, they can try Ask_WellsFargo. That’s the Twitter site Wells Fargo set up a couple of hours ago to field customer service request via Twitter. The site currently has about 90 followers.
The feed started with a friendly tweet: “Hello! Do you have a question you want to ask Wells Fargo? My name is Joel and I’m here to help you today. So ask away!” In a later tweet, Ask_WellsFargo says it is “just testing” the use of Twitter for customer service. Stay tuned.
BankInnovation.net queried Ask_WellsFargo about the service — via Twitter, of course. Wells Fargo explained that it started Ask_WellsFargo because “our customers are on Twitter. We want to be there for them. Learn about their needs, answer their questions, and thank them.”
As for how many tweets Wells is expecting, they said based on the experience of Wachovia Inc., which has had a Twitter page (here) for some time, “we think the volume will be manageable.”
Wachovia’s Twitter page has 2,390 followers. The page was started Aug. 18, 2008, and gets perhaps five to 10 queries a day. My favorite tweet from Wachovia’s page: “Wachovia CEO interviewed Monday night on CNBC. Discusses financial markets and Wachovia’s strengths. 10:13 AM Sep 17th, 2008.” Ah, the good ol’ days.
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