Emirates NBD, one of the leading banking groups in the region, has partnered with real time information network Twitter, to be the first bank in the region to offer customer support features through its account.
Twitter’s customer support features will enable Emirates NBD enhance its existing suite of customer service channels and offer the bank’s customers easy access to support online, within shorter time-frames.
Emirates NBD customers will be informed of the new support channel when people search online for the bank or mention @EmiratesNBD in a Tweet. The bank’s Twitter profile will also display a prominent button to inform customers on the option to start a Direct Message for private support.
Additionally, Emirates NBD’s Twitter profile will display hours of availability on its profile to help set customers’ expectations for when the bank is likely to reply.
Vikram Krishna, Head of Group Marketing and Customer Experience at Emirates NBD commented on the announcement: “In a growing trend, more and more customers find it easier to post their queries online, particularly via Twitter. As a customer-centric bank with a significant social media following, our investment in these new generation tools will further our customer experience proposition and allow us to engage with our customers through an easy and efficient channel.”
Emirates NBD has nearly 80,000 followers on Twitter with numbers growing as the bank continues to enhance its customer engagement tools.
The partnership with Twitter is part of the bank’s ongoing efforts to offer a superior customer experience via all banking channels.
Emirates NBD was recently ranked as the top financial services brand in the world for the second year in a row by the prestigious 2016 Global Effie Effectiveness Index.
With a brand value of over USD 2 billion, the bank was also ranked as the most effective brand in the Middle East & Africa region across all sectors.
Benjamin Ampen, Head of Revenue for Twitter in MENA, Twitter commented, “We’re excited to have Emirates NBD as one of the first banks in the region to use Twitter’s new customer support features, which can be activated on a new Customer Support Settings page on the Twitter Dashboard website. Businesses can enable the setting to receive Direct Messages from anyone who may require longer descriptions of issues or who may need to share personal information. This falls in line with our commitment to make Twitter the best place for people to talk to businesses.”
Twitter has recently launched new features in Direct Messages that help businesses resolve issues on Twitter faster and easier.
The first feature is the creation of quick replies, where businesses can prompt people with the best ways to reply to a Direct Message, whether by choosing from a list of options or guiding users to enter specific text values.
The company has also created welcome messages which allow businesses to greet people and set expectations as they enter a Direct Message conversation—without people needing to send the first message.
When quick replies and welcome messages are used together, businesses can reduce wait times and educate people on the best ways to interact.