Banks are now actively participating in social media channel discussions. They are hell-bent on impressing their clients and other prospects how sophisticated, secure, and accessible they are. The current generation, millennial, is also keeping the banks that they were transacting on toes by providing challenging tasks. When all this hullah-bullah is happening, a banking expert from some corner of the world expressed a doubt: how much information do banks provide in the social media discussions when customers are expecting immediate resolve of their problem through the channel but not visiting the bank branch.
For example, if a customer is unable to log into bank's website to view his financial details, immediately, he may go to social media channel like Facebook or Twitter or some other channel where bank's presence is there and convey his problem to the bank. In the heat of solving his problem, customer at this stage is openly willing to share his password details; in a few case, the customer publishes his current password in the social media channel that he is talking to bank, intelligently thinking that anyway the current password is invalid since it is not helping him to log in. In this kind of scenarios, how come the bank should respond and solve its customer's problem, while protecting the integrity of customer's financial information is a tricky question for which there is no readymade implementable answer.
Educating customer about the hackers and information security plays a vital role in social media communications. Actually, the customer education onus depends upon the banks. Because, if something bad happens tomorrow like a data breach, everyone blames bank only; not the customer who innocently revealed his information thinking that bank needs this info to help him out.
After understanding the complexity of the above scenario, this blog sincerely provides the following advice to banks: Educate your customers – Protect your Data Integrity
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