Wells Fargo Starts Tweeting Customer Service

  • JJ Hornblass
  • March 26, 2009
  • 1

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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JJ started the first iteration of Bank Innovation back in 2007, and has been working on it ever since. He also serves as President & Chief Executive Officer of Royal Media, Bank Innovation’s parent. He founded Royal in 1995 and oversees all aspects of the New York-based diversified media company. Prior to forming Royal, JJ was on the editorial staff of American Banker, the daily newspaper, and worked as an editor of a business magazine in Hong Kong. As a reporter and editor, he has won journalism awards from the National Press Foundation, Newsletter & Electronic Publishers Foundation, and the Reader’s Digest Foundation. He has a BS in Economics from Yeshiva University and a Master’s from the Columbia University Graduate School of Journalism. He was also a Fellow at the University of Wisconsin-Madison Graduate School of Banking. He lives in New York City with his wife, two daughters, and son. He counts among his accomplishments one New York City Marathon, two New York City Triathlons and the 2010 Father’s Day 5K, the first race he ever ran with his daughters. He can be reached at hornblass@gmail.com or 212-564-8972.

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One thought on “Wells Fargo Starts Tweeting Customer Service

  1. 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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