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Bankia launches @HolaBankia, a new customer service channel on Twitter

02 April 2018

Category: Corporate

  • This initiative is part of Bankia’s commitment to connect and communicate with customers and offer them the best possible service.
  • In 2017, through Twitter and Facebook alone, 3,308 customer queries were dealt with, an increase of 47% on the previous year.

Bankia has launched @HolaBankia, a new specific customer service channel on Twitter through which the bank immediately responds to customers' queries via a personalised service that is focused on customers' needs.

This initiative is part of Bankia's commitment to connect and communicate with customers and offer them the best possible service wherever they are, complemented by the usual service channels, in addition to the corporate website, telephone help lines and the customer service points of the branch network.

@HolaBankia does more than just manage customer queries. This channel is also used to provide any kind of information affecting the service and to inform customers of new initiatives implemented by the bank that impact customer service.

It adds to Bankia's official communications channels on Twitter:

  • News: @Bankia
  • Corporate communications: @PressBankia
  • Customer service: @HolaBankia
  • Social action: @enaccionBankia

With the integration of BMN, the bank's customer base has increased to 8.1 million. In order to be present where they meet and interact, Bankia maintains active profiles on the Twitter, Facebook, Google+, Slideshare, Flickr and Vimeo social media networks, providing information and ensuring two-way communications with its customers and interest groups.

In 2017, through Twitter and Facebook alone, 3,308 customer queries were dealt with, an increase of 47% on the previous year, underlining that this channel is increasingly being used by customers to connect with their bank.

Customers and users can continue to find out about all the bank's news and activities at Bankia's Social Networks

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