Bank Muscat has launched a dedicated social media account for customer service. @bankmuscatcare, the interactive customer care Twitter account is aimed at enhancing customer service via social media. The account will be dedicated to responding to customers’ queries and receiving feedback. The account will be managed by a dedicated team in the bank’s customer experience department, who will address customer queries and comments every day between 8am and 8pm. The bank will also utilise the social media account to engage customers through surveys, questionnaires and awareness campaigns on the bank’s products, services and activities. To ensure security, customers will not be required to share any personal information while interacting on the customer care account and will be only asked for specific information such as name and customer ID through direct messages. Bank Muscat general manager Sheikha al Farsi said Bank Muscat accords priority for building key relationship with customers aimed at enhancing customer experience, especially with the tech-savvy youth. The new facility is in response to the high demand for customer service via social media as many customers prefer to interact on social media as a main channel of communication, she said.
