Nationwide Building Society is set to man its Twitter account 24 hours a day, seven days a week, with the aim of providing customer service information and support.
The constant coverage of @AskNationwide is part of the building society’s strategy to use digital technology to give its customers even more control around how and when they manage their money.
“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,” Tony Prestedge, Nationwide’s chief operating officer, said.
“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.”
This comes at the same time as the building society unveils a fully responsive website, which was created following research of customers.
Chris Hulse, head of e-commerce and digital marketing, explained: “Nationwide was the first UK provider to launch an internet bank, so we have taken the same pioneering approach in developing this new website. For many years financial services websites have been largely online shop windows promoting the latest deal and rates, so we wanted to break that mould.”
More functionality will be added to the website over the coming months.