ICICI Bank and Twitter are partnering to integrate a slew of digital customer care support features for the bank. The partnership will be benefiting millions of its customers with direct online response to their queries and feedback in real-time. It is the first bank in India to implement the new features to its Twitter account @ICICIBank_Care for social customer care. The bank has activated the support indicator, introduced the message button, and embedded deep links for moving a conversation from public to private thereby allowing customers to provide feedback on a service interaction. The partnership is in line with Twitter’s persona of being live, public and conversational and the best place for businesses and their customers to connect. In order to make it easier for businesses to respond to customers promptly and effectively, Twitter has introduced a ‘Message’ button on customers’ profiles to send a direct message, indicate to customers that the business provides support on Twitter, guide users from a public conversation to a private message with one button and get instant customer feedback after a service interaction.
