Facebook Messenger: bank where you 'like'
Barclays UK is piloting a new service on Facebook that gives customers access to round-the-clock support through their mobile, desktop or tablet devices.
The ‘chat’ feature – which is open to all Facebook and Facebook Messenger users regardless of whether they bank with Barclays – offers one-to-one conversations with members of the bank’s customer support team.
Matt Perry, Content Transformation Manager at Barclays, who worked on the launch, said: “The service allows customers access to the bank through platforms they are already using. It is the cross-section of convenience and familiarity.
“It’s another way for our customers to personalise the way they contact us, at a time and place that suits them.”
This service is another way for customers to personalise the way they contact us, at a time and place that suits them.
Content Transformation Manager
The service is available 24 hours a day through the Barclays UK & Barclays Business UK Facebook page or the Facebook Messenger app. The pilot project has so far logged 2,400 chats and received more than 10,000 messages, with 75% of users rating their experience as 'excellent'.
“There is a big trend towards these kinds of communications and we are making headway in this space,” said Perry. “It’s a great opportunity for Barclays.”
The Messenger team aims to respond to queries within an hour, referring to specific departments where necessary. To safeguard security, they will not address sensitive account enquiries.