18 January 2017
visit http://www.wolterskluwerfs.com

@AskNationwide goes 24/7; overhauls Web presence

11 March 2014  |  4344 views  |  0 Nationwide logo web screen shot

Nationwide Building Society has become the first high street financial services provider in the UK to offer its customers 24/7 Twitter coverage, answering their questions and queries, as well as providing customer service information and support around-the-clock.

The UK mutual may have been a bit behind the curve in signing up to Twitter (the @nationwide handle is already taken by the eponymous Columbus, Ohio-based insurance group), but its @asknationwide destination has picked up a healthy band of over 7000 followers and a good rep among customers.




The team behind the service took a tip from Ellen DeGeneres Oscar stunt by posting a selfie to accompany the 24-hour announcement.




It may not have brought Twitter to a grinding halt, but the move is part of a progressive strategy by the building society to win over hearts and minds by embedding its services in the social mainstream

The Nationwide's CEO Graham Beale also appears to have caught the micro-blogging bug, live-tweeting the bank's half-year results in November and taking questions from journalists.

Tony Prestedge, Nationwide's chief operating officer, says: "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."

Alongside the extended Twitter launch, Nationwide has also unveiled a new Website, which is designed to be fully responsive and automatically re-size to the device it is being viewed on, including computers, tablets and smartphones.

Chris Hulse, Nationwide's head of e-commerce and digital marketing, says: "For the new www.nationwide.co.uk we went back to the drawing board to understand what our customers really want and to ensure it was quick and easy for them to find it, whether they are sitting at home or sitting on the bus. For some people this means managing their money simply or quickly answering customer service questions, for others it means using guides and tools to help them plan their finances, whether it is buying a house or planning a wedding."

KeywordsSOCIAL MEDIA

Comments: (0)

Comment on this story (membership required)

Finextra news in your inbox

For Finextra's free daily newsletter, breaking news flashes and weekly jobs board: sign up now

Related stories

Nationwide rolls out Visa's digital wallet V.me

Nationwide rolls out Visa's digital wallet V.me

26 November 2013  |  9167 views  |  0 comments | 20 tweets | 14 linkedin
Nationwide boldly goes where JPMorgan failed to tread

Nationwide boldly goes where JPMorgan failed to tread

15 November 2013  |  4509 views  |  0 comments | 6 tweets | 3 linkedin
Nationwide caught up in Facebook #fbrape campaign

Nationwide caught up in Facebook #fbrape campaign

31 May 2013  |  6539 views  |  0 comments | 6 tweets | 3 linkedin
Nationwide customers hit by second outage this week

Nationwide customers hit by second outage this week

26 April 2013  |  6143 views  |  0 comments | 2 tweets | 1 linkedin
Nationwide online and mobile banking services knocked out

Nationwide online and mobile banking services knocked out

23 April 2013  |  11249 views  |  0 comments | 4 tweets | 3 linkedin
Nationwide launches online-based current account

Nationwide launches online-based current account

28 November 2012  |  4842 views  |  0 comments | 7 tweets | 3 linkedin
More Brits go online to bank than use social media - Nationwide

More Brits go online to bank than use social media - Nationwide

11 October 2011  |  6740 views  |  2 comments
Co-op and Nationwide outshine rivals online - research

Co-op and Nationwide outshine rivals online - research

25 February 2010  |  7154 views  |  0 comments

Related company news

 

Related blogs

Create a blog about this story (membership required)
Visit capgemini.comhttp://www.financialcrimerisk.fiserv.com/aml?r=finextra

Top topics

Most viewed Most shared
Banks face big profit loss to digitisation - McKinseyBanks face big profit loss to digitisation...
13125 views comments | 82 tweets | 100 linkedin
Blockchain impact timeline speeds up, massive cost savings forecastBlockchain impact timeline speeds up, mass...
13069 views comments | 39 tweets | 32 linkedin
Seven banks plan blockchain platform for SMEsSeven banks plan blockchain platform for S...
10710 views comments | 44 tweets | 40 linkedin
Swift goes deeper into the blockchainSwift goes deeper into the blockchain
9334 views comments | 30 tweets | 42 linkedin
Accenture beats Brexit blues with largest-ever London startup programmeAccenture beats Brexit blues with largest-...
9108 views comments | 27 tweets | 20 linkedin

Featured job

to Six-Figure Base, Bonus, Benefits
London, UK

Find your next job