With the aim of continuing to increase the level of engagement with its customers, HSBC Bank Malta has recently launched its new Twitter help account via twitter handle @HSBC_MT_Help. Through this channel the Bank is adding another layer of interactivity with its customers where users can receive real-time responses to their banking queries.
Managed by a team trained to provide a dedicated social media experience through Twitter, this service is available from Monday to Friday between 8:00hrs and 16:00hrs. Tweets received after these hours will be responded to, on the following working day.
Paul Steel, HSBC Malta Head of Retail Banking & Wealth Management, explained the move saying: “We appreciate that many of our clients have a hectic lifestyle, so we wanted to offer a more convenient, efficient and direct customer channel of support. Twitter will enable us to engage better with our customers in real time while monitoring and responding quickly to their enquiries.”
“We believe that the more we can interact with our customers, the more we are able to understand their needs,” said Mr Steel.
“As more and more people are benefiting from these digital tools, it therefore becomes a logical step for HSBC to embrace this technology and be even more accessible, especially in today’s world of ever changing technology,” he said.
To send a query to HSBC Malta’s twitter account, users may simply start interacting with @HSBC_MT_Help followed by the question, comment or feedback.
Customers are advised that confidential personal information, such as bank account details, are not to be included in Twitter correspondence or other public social media networks. In the event that a customer needs to share confidential information, customers will be requested by the Bank to send their name and ID card number on a dedicated email address.