NatWest taps Vine for customer service videos

NatWest taps Vine for customer service videos

NatWest has taken to Twitter's Vine app, creating a series of clips answering frequently asked questions and providing top tips on surviving student life.

Vine posts explaining things such as how to manage account alert preferences, order paperless statements and deal with phishing e-mails are now being used by the @NatWest_Help Twitter account in response to queries:


Joseph Sikorsky, head, digital media, NatWest, told the Twitter advertising blog: "We know there are about ten or 20 frequently asked questions we get on Twitter. So we looked at those and thought about how we could give a reply that wasn't boring text only.

"Quite a lot of the questions we get are about using online banking. That might take two or three traditional Tweets to explain the online banking journey, but with Vine we can give a really clear and simplified journey of what customers need to do."

In addition, NatWest is hoping to win the highly-prized business of this year's batch of university entrants with a separate series of Vine videos demonstrating top student living tips.

The posts offer college survival advice ranging from the use of pint glasses as an alternative to music speakers:

To making dustpans out of milk bottles:

NatWest says that the Vine content is part of an effort to fulfil its 'Helpful Banking' promise which has also seen an overhaul of its student section to act as a hub where customers can not only view the account information and offers but also find tips and guides to university living and finances.

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