Traditionally, card holders were forced to call customer service when they needed to change their account profile or update features associated with their card. Today, however, most firms allow clients to perform theses service requests themselves, online. This report investigates the range and organization of maintenance and service tools available on each credit card issuer’s private site. In particular, the report asks the following questions:

• What profile-updating capabilities are offered?
• Can clients request changes or features related to their credit line?
• Which other maintenance features are facilitated online?
• How are firms grouping card and profile maintenance features?

Every credit card issuer provides basic profile-updating tools for clients. Each of these tools allow users to update their mailing address and other contact information online, along with their password; only 40% of firms, however, currently allow users to change their User ID. Beyond this, every firm offers at least basic card maintenance or request tools, though only half of the firms group these sections together

Beyond updating profiles, the most widely available maintenance feature is the ability to add an additional user to a card account. All firms also offer the ability to suppress paper statements, though not all link this capability from their Account Maintenance or Customer Service areas. Other commonly available tools include features associated with a client’s credit line. Every firm but one offers at least a single credit level-related maintenance tools. Of the seven different credit line-related requests, the other most widely available tools are the ability to request convenience checks be sent and the ability to request or create a new cash advance PIN.

This report also expands on the following key findings:

• One firm allows users to alert the firm of upcoming travel to help ensure their card continue to be accepted
• 40% of issuers allow their clients to change the payment due date online
• Seven firms have integrated a standalone Card Agreement Request tool within their maintenance sections

Segment: Credit Cards
Publication date: Thursday, April 29, 2010
# Pages: (35 pages)