{"id":5447,"date":"2014-10-24T10:00:29","date_gmt":"2014-10-24T04:30:29","guid":{"rendered":"https:\/\/simplify360.com\/blog\/2014\/10\/24\/social-customer-service-review-citibank\/"},"modified":"2023-08-18T07:05:16","modified_gmt":"2023-08-18T07:05:16","slug":"social-customer-service-review-citibank","status":"publish","type":"post","link":"https:\/\/simplify360.com\/blog\/social-customer-service-review-citibank\/","title":{"rendered":"Social Customer Service Review: Citibank"},"content":{"rendered":"\t\t<div data-elementor-type=\"wp-post\" data-elementor-id=\"5447\" class=\"elementor elementor-5447\" data-elementor-post-type=\"post\">\n\t\t\t\t\t\t<section class=\"elementor-section elementor-top-section elementor-element elementor-element-5bb6fba5 elementor-section-boxed elementor-section-height-default elementor-section-height-default\" data-id=\"5bb6fba5\" data-element_type=\"section\" data-settings=\"{&quot;ekit_has_onepagescroll_dot&quot;:&quot;yes&quot;}\">\n\t\t\t\t\t\t<div class=\"elementor-container elementor-column-gap-default\">\n\t\t\t\t\t<div class=\"elementor-column elementor-col-100 elementor-top-column elementor-element elementor-element-be622a0\" data-id=\"be622a0\" data-element_type=\"column\">\n\t\t\t<div class=\"elementor-widget-wrap elementor-element-populated\">\n\t\t\t\t\t\t<div class=\"elementor-element elementor-element-504d0e4d elementor-widget elementor-widget-text-editor\" data-id=\"504d0e4d\" data-element_type=\"widget\" data-settings=\"{&quot;ekit_we_effect_on&quot;:&quot;none&quot;}\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t<p>Citibank is the consumer division of financial services multinational Citigroup. Citibank was founded in 1812 as the City Bank of New York, later First National City Bank of New York.<br \/>Citibank is a global bank with 3,777 branch locations in 36 countries. In this post we will be looking at the global CitiBank.<br \/><img fetchpriority=\"high\" decoding=\"async\" class=\"aligncenter\" src=\"https:\/\/simplify360.com\/wp-content\/uploads\/2014\/10\/CitiBank-logo.jpg\" alt=\"CitiBank-logo\" width=\"486\" height=\"365\" \/><\/p><p><strong>Element 1 \u2013 Tone of Messaging<\/strong><br \/>The tone of messaging is formal.<br \/><strong>Element 2 \u2013 Are they sending canned responses, without understanding the context?<\/strong><br \/>Citibank does not seem to send a canned response. They responded after clearly understanding the context. The only drawback is that they do not allow customers to post on their Facebook page. As a result the posts on the page seems to have a lot of complaints which is unrelated to the posts.<br \/><strong>Element 3 \u2013 Turnaround Time<\/strong><br \/>Citibank has a turn around time of less than 30 minutes.<\/p><p><strong>Element 4 \u2013 Is brand sending personalized replies?<\/strong><br \/>The brand sends personalized replies.<br \/><strong>Element 5 \u2013 Is brand following up on the complaints?<\/strong><br \/>Consider the case of a customer complaint.<br \/><img decoding=\"async\" class=\"aligncenter\" src=\"https:\/\/simplify360.com\/wp-content\/uploads\/2014\/10\/Citibank-US.png\" alt=\"Citibank\" width=\"506\" height=\"440\" \/><br \/>In this complaint the matter was followed up and resolved. The customer came back with a thank you note.<br \/><img decoding=\"async\" class=\"aligncenter\" src=\"https:\/\/simplify360.com\/wp-content\/uploads\/2014\/10\/Citibank-US-1.png\" alt=\"Citibank\" width=\"510\" height=\"186\" \/><br \/><strong>Element 6 \u2013 Is brand answering to all the queries?<\/strong><br \/>No. Not all queries are answered. The bank selectively responds to queries.<br \/><strong>Element 8 \u2013 Is brand sending duplicate replies?<\/strong><br \/>No instance of duplicated replies.<br \/>In summary, as a customer complaining to the bank will be a bit confusing. Due to multiple handles, whether to tag @Citibank or @Citi or the dedicated customer care handle @AskCiti will be confusing.\u00a0Also as mentioned earlier, customers were not allowed to post to the page. As a result the brand post received a lot of unrelated complaints as a comment to the posts.<\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/section>\n\t\t\t\t<\/div>\n\t\t","protected":false},"excerpt":{"rendered":"<p>Citibank is the consumer division of financial services multinational Citigroup. Citibank was founded in 1812 as the City Bank of New York, later First National City Bank of New York. Citibank is a global bank with 3,777 branch locations in 36 countries. In this post we will be looking at the global CitiBank. Element 1 &hellip;<\/p>\n<p class=\"read-more\"> <a class=\"\" href=\"https:\/\/simplify360.com\/blog\/social-customer-service-review-citibank\/\"> <span class=\"screen-reader-text\">Social Customer Service Review: Citibank<\/span> Read More \u00bb<\/a><\/p>\n","protected":false},"author":13,"featured_media":5551,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"_acf_changed":false,"_uag_custom_page_level_css":"","site-sidebar-layout":"default","site-content-layout":"default","ast-global-header-display":"","ast-banner-title-visibility":"","ast-main-header-display":"","ast-hfb-above-header-display":"","ast-hfb-below-header-display":"","ast-hfb-mobile-header-display":"","site-post-title":"","ast-breadcrumbs-content":"","ast-featured-img":"","footer-sml-layout":"","theme-transparent-header-meta":"default","adv-header-id-meta":"","stick-header-meta":"default","header-above-stick-meta":"","header-main-stick-meta":"","header-below-stick-meta":"","footnotes":""},"categories":[1643,1707],"tags":[],"class_list":["post-5447","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-social-crm","category-social-customer-service"],"acf":[],"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v26.9 - https:\/\/yoast.com\/product\/yoast-seo-wordpress\/ -->\n<title>Social Customer Service Review: Citibank - Simplify 360<\/title>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" href=\"https:\/\/simplify360.com\/blog\/social-customer-service-review-citibank\/\" \/>\n<meta property=\"og:locale\" content=\"en_US\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"Social Customer Service Review: Citibank - Simplify 360\" \/>\n<meta property=\"og:description\" content=\"Citibank is the consumer division of financial services multinational Citigroup. 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