Wells Fargo Starts Tweeting Customer Service

If consumers want to ask Wells Fargo a question, they can try Ask_WellsFargo. That's the Twitter site Wells Fargo set up a couple of hours ago to field customer service request via Twitter. The site currently has about 90 followers.

The feed started with a friendly tweet: "Hello! Do you have a question you want to ask Wells Fargo? My name is Joel and I'm here to help you today. So ask away!" In a later tweet, Ask_WellsFargo says it is "just testing" the use of Twitter for customer service. Stay tuned.

BankInnovation.net queried Ask_WellsFargo about the service -- via Twitter, of course. Wells Fargo explained that it started Ask_WellsFargo because "our customers are on Twitter. We want to be there for them. Learn about their needs, answer their questions, and thank them."

As for how many tweets Wells is expecting, they said based on the experience of Wachovia Inc., which has had a Twitter page (here) for some time, "we think the volume will be manageable."

Wachovia's Twitter page has 2,390 followers. The page was started Aug. 18, 2008, and gets perhaps five to 10 queries a day. My favorite tweet from Wachovia's page: "Wachovia CEO interviewed Monday night on CNBC. Discusses financial markets and Wachovia's strengths. 10:13 AM Sep 17th, 2008." Ah, the good ol' days.

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Tags: customer-service, marketing, twitter, wells-fargo, wfc

Comment by Paul Kiczek on March 27, 2009 at 10:07am: Chasebank http://twitter.com/chasebank is also tweeting - looks like mostly marketing stuff.

Comment by Ed Terpening on March 27, 2009 at 1:53pm: Thanks for checking out our Twitter channel. It was an exciting day for us! Great response.

Comment by JJ Hornblass on March 27, 2009 at 2:12pm: Here's a hotlink to the Chase Twitter page Paul mentioned above.

Comment by JJ Hornblass on March 27, 2009 at 2:16pm: Ed, congrats. How do you see Twitter helping Wells? Curious to hear a more detailed review of the first day for Wells on Twitter.

Comment by Jada Brazell on October 29, 2009 at 2:23pm: That is really cool. I'd really like our company to follow this model.

Comment by JJ Hornblass on October 29, 2009 at 2:40pm: Jada, thanks for posting your comment here. You know, it has been some time since we wrote about Wells's Twitter effort. Ed, perhaps you can update us on its progress?

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