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Virgin Says Banks Are Not Utilising Online

Virgin Says Banks Are Not Utilising Online

According to a survey by Virgin Media Business, banks are failing to engage with customers online.

The report highlights the fact the the UK's biggest high street banks are making significant progress in call centres but not over the internet.

In fact Lloyds TSB is the only bank on the high street to provide customer service using the micro-blogging site Twitter.

But Virgin has warned other banks that they are missing out on thousands of business opportunities by choosing not to strengthen customer relationships online.

Virgin Media Business's customer service director, Phil Stewart said, "Whether you like it or not, social networking sites seem to be becoming the new sounding board for complaints about companies.

"In fact, research by the Institute of Customer Service recently found that nearly one in ten Brits expect businesses to have a presence on Twitter.

"With the country's high street banks being tweeted about 180 times a day on average, responding to customers on the web is clearly going to be challenging. But with 55 per cent of people in the UK expecting a response to an online complaint within 24 hours, it's a challenge that the banks need to take up."

The survey discovered that banks were being tweeted an average of 180 times a day which is perhaps understandable considering the report also revealed that the average call centre waiting time was 74 seconds.

"Investing in the right technology and training will allow firms to respond to their customers quickly and consistently, regardless of how they choose to get in touch," Stewart concluded.


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