August 17, 2006
IM Your Bank Manager?
If you've ever done banking online or by phone, you know that sometimes you run into problems and need some help. But like the IVR (Interactive Voice Reponse) systems of larger banks are not exactly a joy to interact with. A small bank in Arlington, Massachusetts - Leader Bank - realized this and decided to let customers text IM the local branch manager. [via CRM Buyer]
Leader Bank currently only supports AIM (AOL Instant Messenger) but may be adding the Yahoo! and MSN Messenger clients as well. Okay, it's not VoIP, but it's a good step forward in CRM (Customer Relationship Management), which should lead to happier customers. If VoIP support is added, then coupled with data applications, businesses could benefit from the resulting advanced CRM tools.
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