When selecting a credit card company, you must consider the company’s credit card customer services, apart from the APR or advanced security features. CreditorWeb conducted a survey on the credit card customer services offered by the top five issuers based on the following parameters:
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Helpful websites: The sites of the credit card issuers were measured on their user friendliness and the ease of finding the toll-free phone numbers.
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Knowledge of agents: This parameter checked the responses of the card issuers on three advanced credit card questions, such as security features, APR availability and debt consolidation.
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Helpfulness of agents: The general sense of treatment to customers was accessed.
Credit Card Customer Services: A Comparison
The credit card customer services offered by the top five companies were rated as:
Bank of America: Although the bank offers standard services and has widespread brand recognition, its actual customer service is affected by the width and breadth of the company’s operations. The customer service of the bank’s credit card department lacks personal care and the information provided by the customer care executives is hard to find on Bank of America’s website.
Chase: Although the company offers useful features, it also has ample features that are frustrating for customers:
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Limited information until customers agree to apply
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Long hold time with bad music
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Slightly confusing website
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Dull or mechanical interaction with service representatives
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Limited hours of availability for live interaction
Overall, the customer service of Chase is average.
American Express: The customer service department of American Express offers sufficient features to satisfy the bank’s customers. The representatives seem to be experts at analyzing customer requirements and making recommendations by asking only a few questions. American Express’s customer service skills are just short of being excellent.
Citibank: Citibank boasts a clear and concise website directory and simple access to a live person. The interactions with customer care representatives give an impression that they are happy working for Citibank and they love to make the bank’s customers as happy and satisfied.
Discover: Aside from offering the most practical perks, the issuer makes its customers feel valued and respected through its interactions. The company’s customer services department scores on hospitality and professionalism.
Most companies focus more on marketing their products rather than on after-sales services. It is therefore important to evaluate credit card customer services before zeroing in on buying a particular credit card.