UK banks not delivering on social networks service

Banks are getting it in the neck again this time for failing to offer consistent service across channels and for ignoring the opportunities presented by the growing use by customers of social media

Research by Virgin Media Business into customer service levels among the UK’s biggest banks has found that while they are making significant process through channels such as the contact centre their online offerings are leaving much to be desired
The study also revealed, perhaps unsurprisingly, that banks answer calls to business customers on help lines a third faster than they do than their consumer equivalents. General calls from business customers were also answered a lot faster.
In terms of their online strategies including social media the survey suggests banks are really missing a trick. It revealed that High Street banks are being tweeted around 180 times a day on average yet only one has launched a Twitter account to monitor and respond to their customers’ conversations.
Virgin Media said that while service offline through contact centres has improved banks are not making progress online and through social networks. The company said that smart organisations are beginning to realise they need to take a genuinely multi-channel approach to their customer service.