If you’re an American Express Credit Card customer, you may already know that their support is of world-class and no Indian bank has ever come close to them. From understanding the issues to giving on spot solution, American Express is far ahead of the competition.
Now this is getting even better with their new Chat/Message support, wherein one can send a short message to American Express via their Amex Mobile app reg. their concerns/queries. This feature is now live for select customers, more details below.
American Express has recently enabled a chat/message option for select customers on their Amex Mobile app (both IOS & Android). If enabled, you’ll now see a chat icon on top right corner once you successfully login. This allows you to send a short message to Amex just like how you would chat with your friend.
Even-though its not enabled for my ac, I tried it on someone else’s ac and surprised to see response in under a minute. You could ask all sorts of queries that you would otherwise ask over Call/email.
I did check with a couple of queries, most of them were answered, and for some sensitive queries, they would still suggest you to give a call.
Why its better than Call/Email
Given that they take a couple of hours (a day – at times) to respond to the support emails, chat is a good option for any quick doubts like checking the fulfilment of an offer, etc.
On other side, if you prefer to call, you need to go through IVR verification & spend some time over call to get things done.
So its an amazing feature that saves you time & even money if you’re roaming out of the country.
Its very much a welcoming move and its certainly a win-win for both customers and the brand as the brand will now spend less on tele-support, not to forget that Amex level of support costs Amex a LOT (compared to other banks) so it seems they’re planning to reduce them the right way.
And for customers, asking a query is now a tap away. You would hardly need to spend few seconds to send a text over the call/email which would demand few mins and after all, its so convenient.
I feel every other bank has to move to this method someday or other as it not only makes life easy, but also makes customers use their mobile app more often. Well done Amex!
Has this feature been enabled for you? Feel free to share your thoughts in the comments below.