11 March 2014
Nationwide Building Society has become the first high street financial services provider to offer its customers 24/7 Twitter coverage, answering their questions and queries, as well as providing them with customer service information and support, any time of day or night.
Customer service is one of the fastest growing uses of social media, but with @AskNationwide, Nationwide is one of only a handful of businesses in the UK manning its Twitter presence 24 hours a day, seven days a week.
Extending Twitter hours is part of Nationwide’s strategy to use digital technology to give its customers even more control around how and when they manage their money. It follows hot on the heels of the announcement of the V.me by Visa digital wallet, the Zapp mobile payments system, a range of mortgage and homebuyer apps and one of the UK’s best rated mobile banking apps as well as the launch of the new www.nationwide.co.uk website.
Tony Prestedge, Nationwide’s Chief Operating Officer, says: “The massive success of Nationwide’s mobile banking app proves that people want to be able to manage their money on the move and at any time of day. With that in mind, we have opened up our popular @AskNationwide Twitter to ensure our customers can also Tweet us and get a fast response at any time of day.
“In the short time that businesses have been using social media, Twitter has quickly become the channel of choice for customers who want to talk to companies, whether it is to ask questions or share their opinions. Yet so many organisations are either not using Twitter properly or see it as a poor relation to traditional channels such as the phone. At Nationwide we have embraced Twitter and are using it as an integral part of our customer service and support strategy.”
In addition to answering customer questions, @AskNationwide will also be used alongside the www.nationwide.co.uk website and Nationwide’s other social media sites to proactively promote useful information for customers such as guides and how-to videos.
Notes to editors:
Nationwide is the world's largest building society as well as the second largest savings and mortgage provider in the UK. It is also a major provider of current accounts, credit cards, ISAs and personal loans. Nationwide has around 15 million customers.
Customers can manage their finances in a branch, via the mobile app, on the telephone, internet and post. The Society has around 17,000 employees. Nationwide's head office is in Swindon with administration centres based in Northampton, Bournemouth and Dunfermline. The Society also has a number of call centres across the UK.
Customers can manage their finances in a branch, on the telephone, internet and post. The Society has around 15,000 employees. Nationwide's head office is in Swindon with administration centres based in Northampton, Bournemouth and Dunfermline. The Society also has a number of call centres across the UK.
V.me by Visa allows customers to upload multiple cards into a digital wallet. These are safely stored enabling customers to make future purchases without the need to repeatedly enter their card details. As card details are not being passed on to each individual merchant, V.me by Visa is not only faster and easier, but also provides a more secure way of making payments.
Zapp is the UK’s leading mobile payment innovation. Zapp will put real-time payments on people’s mobile phones through their existing mobile banking application allowing secure payments to happen between consumers and merchants. Zapp was established through a strategic £16m investment by VocaLink. Currently Zapp remains a wholly owned, independent, subsidiary of VocaLink with separate board, management and location. VocaLinkdesigns, builds and operates world-class payment systems and ATM switching platforms that in 2012 processed over 10 billion UK payments with a value of over £4.5 trillion.