HSBC and social customer service
Published on: November 09, 2011
Last week’s IT problems at HSBC demonstrate how quickly a customer service issue can develop in the age of social media. On Friday afternoon the bank suffered an IT outage on its mainframe which affected online banking, ATM and some customers using debit cards in stores. While the problems lasted just over 2 hours, Friday afternoons are amongst the busiest time for banks, with HSBC’s 1...