Frederic, an active member of the facebook group, noticed that American Express had just introduced customer service via chat! Full details.
Enhanced customer service with American Express
What could be more annoying than having to call our credit card issuer for a question that could be answered in 2 minutes in our online account?
While some issuers have set up private messaging systems, others are going further, such as American Express, which has just introduced two new services for its customers:
- Chat communication
Chat with American Express
Now you can communicate instantly with an American Express customer service agent, right from your online account!
To do this, simply go to the “Join Us” area:
Then click on the Chat icon at the bottom right of your screen:
You will then be able to browse through your online account and the chat conversation will follow!
I tested the service by asking several questions like:
- Membership Rewards Partners
- The amount spent on this card during the year
- The status of a points transfer
- Adding/modifying a points transfer account
- Priority Pass enrollment for American ExpressPlatinum Card® or Platinum Corporate CardMD holders.
And each time I got answers to these questions.
It remains to be seen if it is possible to cancel a card by this way 🙂
The co-browsing service with American Express
American Express also offers a“Co-Navigation / Co-Browsing” service that allows you to share your screen with a customer service agent!
This is especially handy for finding your way around the site (especially for finding the page related to enrollment in American Express Platinum Card® benefits!
Clearly, American Express is taking this to heart (which should relieve some of the clutter on their telephone customer service lines).
For your information, here is the survey that American Express asks you to complete at the end of the chat:
10 = Extremely likely
1 = Extremely unlikely
Four or more
My application is still not processed
I don’t remember it