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Banking and Cards Research
Digging into the Customer Experience: Banking and Credit Cards
Corporate Insight’s Bank Monitor, Credit Card Monitor and Small Business Card Monitor provide ongoing coverage of the products, websites and overall customer experience offered by the nation’s leading banks and card issuers. Our value-added banking and credit card research digs deeply to evaluate the retail and small business customer experience.
|Message Centers and Live Chat Tools|
The August 2012 SBCM Featured Topic focused on two online communication services – message centers and live chat tools. Except for one, every SBCM firm offers a private site message center that allows customers to send and receive messages from the card issuers. The exception firm does allow customers to send an inquiry on the private site, though the firm’s response is sent to the customer's personal email account. As for live chat tools, three SBCM firms offer it on the private site, with only one of three SBCM firms offering to help with business card account inquiries.
When analyzing message centers, we focused on:
Lastly for message centers, we looked at the response time and availability of email notifications. Two SBCM firms offered the fastest response time of four hours, while the other firms’ response time varied from 10 hours to two business days. In regards to email notifications, five SBCM firms sent customers a confirmation notification that a message was sent to customer service, while seven SBCM firms sent an email notification that a response was available on the private site.
As for chat live tools, we mostly focused on where they are located and whether they specifically assist business card holders. While three SBCM firms offer a chat tool on the private site, only one can help customers with business account questions. Another firm can assist customers with specific section questions, like transaction disputes, and general business questions.