Business News Twitter and ICICI Bank Pair up To Improve Customer Experience By Krishanu Chatterjee Posted on December 28, 2016 Banking giant ICICI Bank has tied up with Twitter to ensure a better and more holistic experience for customers. ICICI Bank becomes the first Indian bank to incorporate social media features to aid in addressing and solving customer queries and problems. A new hashtag account,@ICICIBank_Care, has also been set up to make sure that real-time challenges are met and contained. The new features will also allow Twitter to portray itself as the ultimate social media giant. ICICI Bank ties up with Twitter to aid in customer care In a report by the Economic Times, the tie-up was dissected and the slew of new measures was made public. ICICI Bank has activated a ‘support’ indicator and introduced a message button beside embedding links for moving a customer’s query in the form of a conversation from public to private thereby providing real-time interaction for any query or problem. It is widely known that customers expect a wider array of solutions when it comes to banking and till now no social media troubleshooting platform was available. This looks set to be done away with now. The report quoted figures from research and stated that whenever customers tweet to a business and receive a response, they are willing to spend 3-20% more on items bought from that business in the future. Twitter has announced the following four measures for more efficient customer care for various businesses. One, displaying a ‘Message’ button on their profile for customers to send a Direct Message to the concerned business, which in this instance is ICICI Bank. Two, indicating customers that the business provides support on Twitter. Three, allowing users to migrate from a public conversation to a private message with the use of a single button. Finally, ensuring prompt customer feedback after any such interaction. ICICI Bank Senior General Manager Sujit Ganguli stated,”“ICICI Bank has always been a pioneer in using path-breaking technology to reach out to its customers. With the growing prominence of social media in our lives, we anticipated the need to be where our customers are. We are among the first few organisations in the country to have started resolving customer queries and requests on Twitter since 2009. We are also the first bank in Asia to introduce money transfer services on Twitter last year. We are delighted to partner with Twitter to bring forth some unique new-age customer-care functions.” Likewise, Arvinder Gujral, Senior Director of Business Development for the Asia Pacific region of Twitter, stated, “Twitter is delighted to partner with ICICI Bank on real-time innovation for their customers. Millions of people talk to businesses publicly each month via Tweets. With the latest customer care features from Twitter, we hope the bank and their customers will find greater convenience in their digital engagement and stronger customer relationships as a result.” Customers are set to benefit greatly with this new partnership. ICICI Bank is the largest private sector bank in India.