ASB has launched a virtual branch on Facebook, which offers customers the ability to chat in real-time to staff.
Even though the bank claims this is a world first, the virtual branch still adheres to real world opening hours and operates seven days from 8am to 9pm.
The Facebook app will offer real-time, secure and private conversations with ASB banking staff in an effort to build stronger relationships with customers through “virtual excellent customer service”.
ASB General Manager Internet Banking, Anna Curzon, said, “We recognise that New Zealanders are increasingly using social media, and it has become an everyday part of many of our customers’ lives.”
Curzon says the bank’s success with Twitter is an indicator of how its customers are using social media’s growth.
“Opened more than a year ago, it now has over 1200 followers and has become an invaluable channel for us to interact with our online communities, both customers and non customers,” Curzon explained. “We expect greater success from our ASB Virtual Branch on Facebook.”
The virtual branch is staffed by a dedicated New Zealand-based ASB contact centre.
While the firm says that the virtual branch is secure, it recently admitted to being the victim of card fraud and contacted thousands of customers to warn them their details may have been disclosed. Full story here.