Bank of Social Media Response

@BofA_Help's Team

@BofA_Help is doing a really good job of helping customers on Twitter. I know from personal experience and from monitoring their efforts since they started – knowing that most of the real help goes unseen in private DMs.

The team roster is a nice touch too. It lets you put faces to the real people behind the support, and you’ll always know who you’re dealing with because they tag each tweet with a caret (^) and their initials.

Bank of America set up a subdomain explaining their efforts on Twitter, but I’m not seeing much on Facebook or anywhere else. I’d love to know what they have planned for the rest of the social web. Twitter is just one small piece of the pie, guys!

Again, the majority of help goes on behind the scenes after @BofA_Help asks the tweep to DM contact info (no account numbers, please) and the issue is handled offline, usually over the phone. But here’s a recent example that played out on Twitter as well:

@BofA_Help in action.

What do you think? Are they doing enough? Are they doing it right? What could they be doing better?