Bank of Ireland gets social – first bank to service customers across Boards, Facebook and Twitter
Bank of Ireland announces the arrival of its new Twitter and Facebook social media channels for customers. This follows the recent launch of the Bank’s Boards.ie forum and makes it the first financial services provider to engage with customers across Boards, Twitter and Facebook.
Customers are fast embracing the new access points to Bank of Ireland and the Bank expects to build highly effective online communities through these new channels, enhancing both customer service and brand recognition. The Bank has appointed a dedicated social media team that has been trained specifically to interact with customers across the three social media channels where speed of response and access will provide customers with quality customer service.
With over 2.2 million unique visitors per month, Boards.ie is a busy hub for Irish consumers. Bank of Ireland launched their ‘Talk to Bank of Ireland’ in April and was the first bank to have a designated forum where customers could ask and seek responses to day to day banking queries. Since its launch, activity on the forum has increased month on month with the latest figures showing a 50% increase in activity since launch, bringing overall views to nearly 60,000.
With over 380,000 active Irish accounts, Twitter is quickly becoming a primary port of call when consumers have a specific question and a timely and relevant source of opinions on products, services and brands. The Bank of Ireland Twitter account, @talktoBOI gives the Bank’s customers on-the-go access to customer service between the hours of 9am and 5pm, Monday to Friday.
The Bank’s new Facebook page (www.facebook.com/bankofireland) provides a great opportunity for customers to engage with the Bank, view local initiatives happening in their area and receive updates on upcoming events, such as National Enterprise Week, sponsorship activity with Leinster and Ulster rugby and new services such as the new mobile banking app.
Commenting on the announcement, Gavin Kelly, Head of Direct Channels, said:
“Social media has experienced phenomenal growth in just a few years, effectively reshaping the way brands offer customer service to their customers. It offers us an additional platform to engage and communicate with our customers within their chosen channels in a place that best suits them. We are delighted to be the first Irish bank with a dedicated social media customer service team active through Boards.ie, Twitter and Facebook and look forward to building effective online communities throughout these channels”