Payment Card Companies
Using social insights to connect with the new customer
Payment systems, including credit/debit card companies and technology companies like Paypal, are as integral in people’s personal finances as companies can be. Like banking institutions, the interactions between payment systems and their customers are very intimate and very frequent, with hundreds of millions of debit and credit card transactions occurring each day.
These companies are charged with the task of transferring personal or corporate financial information to another trusted, specific entity. Individuals and corporations, therefore, expect that their transfer is safe, secure, accurate and convenient.Because of this intimate relationship, it is important for these companies to stay mindful of the mood of their clientele, and identify where their relationships are weakest.
Because of this intimate relationship, it is important for these companies to stay mindful of the mood of their clientele, and identify where their relationships are weakest.
Twitter, Facebook and public forums are ripe with customer questions and grievances, providing companies with insight into their experiences. Therefore, it’s imperative for companies to maximize on social intelligence technologies to capture these customer-service conversations and crises online.
An audit of the conversations highlights three levels of service-related instances when people mention financial institutions directly: when they request help, after they’ve had a bad customer service experience, and before they cancel, suspend their account, or threaten to switch providers.