Please note that the 100% digital French bank started to adopt this customer dialog via text/webchat/twitter for their commercials about two months ago when they published this video ‘Hello bank! — Disponible quand vous l’êtes‘.
It seems like BNP Paribas dedicated some budget for video seeding, their first two videos each totaling over 100,000 views. And the latest three videos all already enjoying between 20k-25k views in just 3 days.
Few financial institutions are renowned for the excellence of their customer service, even fewer for their effort on social customer care or via mobile. HSBC’s first direct in the UK is one of that rare breed of financial brands loved by their customers for the hundreds of magical conversations the fd staff -carefully recruited- have with their customers on daily basis.
In the last couple of years, other banks cleverly seized the opportunity offered on digital and social media channels to step up and establishing themselves as the champions to the banking customers such as FNB in South Africa, NAB in Australia, GTBank in Nigeria, Societe Generale and BNP Paribas in France just to name a few.
What do you think of BNP Paribas Hello Bank‘s focus on chat and social customer care. In your opinion, is it the best way to connect with the youth, and drive both brand consideration and customer acquisition on the back of it within that customer segment?
We invite you to share your views on social customer care as a bank’s best marketing tool here or on twitter.
Based in London, Christophe is an entertaining social media keynote speaker and a trusted advisor to the global financial services industry on the topics of social media, social business and digital innovation.
Christophe has contributed to over 140 events in 18 countries.
Currently, Christophe is 'Social Media Senior Managing Consultant' at IBM Interactive Experience. He's also a Digital Advisor at the Financial Services Forum and the Moller Centre (part of the Churchill College in Cambridge).
Christophe's views on VisibleBanking.com are his own, not necessarily his employer's.