Twitter partners with ICICI Bank for advanced customer care

NEW DELHI: Twitter and ICICI Bank announced a partnership on Wednesday that is aimed at integrating additional digital customer care support features to benefit customers with direct online response to their queries and feedback in real-time, Twitter said in a statement. The social networking platform said ICICI Bank is the first bank in India to implement the new features to its Twitter account @ICICIBank_Care for social customer care.

Speaking about the partnership, Sujit Ganguli, senior general manager ICICI Bank said: "ICICI Bank has always been a pioneer in using path-breaking technology to reach out to its customers. With the growing prominence of social media in our lives, we anticipated the need to be where our customers are. We are among the first few organisations in the country to have started resolving customer queries and requests on Twitter since 2009. We are also the first bank in Asia to introduce money transfer services on Twitter last year. We are delighted to partner with Twitter to bring forth some unique new-age customer-care functions. Customers can now use these functions to communicate, navigate as well as resolve their banking related queries with improved convenience and speed on the bank’s Twitter handle for queries, @ICICIBank_Care. This initiative is in line with our philosophy of ‘Khayaal Aapka’ wherein we offer services that make banking a rewarding experience for our valued customers."

Arvinder Gujral, senior director, business development for Asia Pacific, Twitter, added: “Twitter is delighted to partner with ICICI Bank on real-time innovation for their customers. Millions of people talk to businesses publicly each month via tweets. With the latest customer care features from Twitter, we hope the bank and their customers will find greater convenience in their digital engagement and stronger customer relationships as a result.”

Twitter said it has introduced the following new customer care features for businesses: Display a ‘Message’ button on their profile for customers to send a Direct Message, Indicate to customers that the business provides support on Twitter, Guide users from a public conversation to a private message with one button, Get instant Customer Feedback after a service interaction.

The profiles of businesses who have enabled ‘Receive Direct Messages from anyone’ as well as that they provide support will also display a more prominent button to start a Direct Message so people know the business offers support privately. Businesses can now clearly communicate which of their company accounts provides support on Twitter. The ‘Provides Support’ indicator will show up when people search for a business, mention a business in a Tweet, or find a business in Direct Messages. Additionally, businesses can display hours of availability on their profile to help set people’s expectations for when the business is likely to reply, Twitter stated. It added that businesses can now add a deep link to their Tweet that automatically displays a call to action button, which allows the customer to send the business a direct message, quickly and easily.