Finance American Express Canada introduces Customer Service by Chat!

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
co-browsing

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 Card^MD 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!

registration advantages amex platinum — Registering to the benefits offered by the American Express Platinum Card

Bottom Line

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:

1. Overall, how would you rate the service you received in this chat session with American Express?*

Excellent

Very good

Good

Fair

Unsatisfactory

2. Based on your recent service experience, how likely would you be to recommend American Express to a friend or colleague? Please use a scale where “10” means “Extremely likely” and “1” means “Extremely unlikely “*.

Select an item from the list
10 = Extremely likely
9
8
7
6
5
4
3
2
1 = Extremely unlikely

3. What was the main reason for chatting with us today?*

Question about a transaction, risk of fraudAmerican Express website or mobile applicationAmerican Express Membership Rewards ProgramPayment, balance, statement, balance transferReplacement card, updated personal or account informationAccount information, purchasing power, annual interest rateQuestions about loyalty program pointsQuestions about Chip & PIN or contactless cardsOther

4. How would you rate the customer service specialist in terms of a. his knowledge?*

Select an item from the list
Excellent
Very good
Good
Fair
Unsatisfactory

b. the clarity of his words?*

Select an item from the list
Excellent
Very good
Good
Fair
Unsatisfactory

c. Its response time?

Select an item from the list
Excellent
Very good
Good
Fair
Unsatisfactory

d. His willingness to help?*

Select an item from the list
Excellent
Very good
Good
Fair
Unsatisfactory

5. How many times have you chatted with American Express to process your application? *

Select an item from the list
A
Two
Three
Four or more
My application is still not processed
I don’t remember it

6. If you hadn’t chatted with us today, what would you have done?

I would have contacted American Express by phone.

I would have contacted American Express in other ways (social media, email, etc.)

I would not have contacted American Express and resolved the issue on my own.

I would not have contacted American Express and my issue would not have been resolved.