- Index hide
The BBVA app is one of the most demanded in the Mexican digital banking market, according to a study by Finnovista and Fintech Expert.
Vampipe is one of the influencers that has managed to consolidate its content thanks to the more than 322 thousand followers it has on Twitter.
Customer service through social networks has been essential for industries such as banking to consolidate in Mexico.
A complaint that has taken 9 months to be answered through social networks, has provoked a series of reactions against the CM of BBVA, who has been in charge of carrying out the singular answer that the influencer Vampipe has not hesitated to show.
This fact is placed at the head of the figures with which Microsoft revealed the importance of customer service for the consumer, in their choice to be loyal to a brand.
The figures revealed that worldwide, 58 percent of those interviewed said that it was a very important element.
A delayed answer
Vampipe has exposed the CM of BBVA after it took 9 months to respond to a complaint about a malfunction of the bank’s app, which predominates in these activities within Mexico.
The influencer made a comparison between the date on which he made his complaint and the record with the response of the BBVA CM, who simply explained that in order to provide him with the corresponding advice, he had to contact via direct message, 9 months after the complaint.
It’s already working, @BBVA_Mex. Thanks.
For about 9 months it has been serving again. pic.twitter.com/XokBB26aof
– vampipe ⍨ (@vampipe) August 7, 2021
Vampipe’s response is not wasted because it has just made fun of the amount of time it has taken the CM to answer, ensuring that after these months the app is working again.
The months that the BBVA CM took to answer are a bad incident in customer service for the bank, but it is also an opportunity to remember how valuable it is to have a good strategy in social networks, where communication with the consumer is crucial .
Just this saturday Ricardo Salinas placeholder image invited again BBVA to make fun of Azteca Bank, given the failures registered by the Mexican bank’s app, this after Salinas takes advantage of the falls registered by the Spanish bank in its online operations, to highlight its banking institution.
Perhaps it is time to modernize the communication strategy with which BBVA operates through social networks and the time it takes to respond to complaints is essential in this.
I know … they tell me that in 1 hour it is online again, that they are working on it and then to hold on, whoever takes it, holds on.
The App was dropped @Azteca Bank and I am personally here to tell you and hold myself accountable. This is your opportunity #Bancomer come on 😏 !! https://t.co/C7BSxAWHyb
– Ricardo Salinas Pliego (@RicardoBSalinas) August 7, 2021
Now read: