Chase Bank Archives - Page 3 of 5

Part 2: Chase Apologizes for Outage in Customer Email but is Light on Details

By Jim Bruene Posted on September 20, 2010
Categories: Chase Bank, Public Relations, Service

Over the weekend, Chase Bank sent a short email apology to its online customers. Overall, the message was fine and now the bank can check that off its to-do list.

I’m glad the bank didn’t waste a hundred million dollars giving everyone a $5 credit. A simple apology is the best approach, preferably during the actual outage. This message, six days after the initial downtime, is a bit sub-par for a company with the resources of Chase (for a review of its initial communications, see our previous post and today’s review at The Financial Brand).

Analysis of the Chase email (screenshot below): Overall, the email message was adequate. The title was good, “Please accept our apologies.” And that was all most people needed to hear. But I’m a little surprised by the lack of detail provided within the message. Especially, considering the much better note posted to Chase.com over the weekend, then apparently taken down (see note 1 below).

In Sunday’s email, Chase reassured customers that “(your) account information was not compromised.” That’s great, but the bank could have scored extra points by saying exactly what went wrong, how they fixed it, and what they are doing to prevent a recurrence (this info could be delivered via a link to more detail on the website.)

The bank should also have made the apology unconditional. Chase’s exact words (italics mine), “we apologize if this created difficulties” and “please accept our apology for any inconvenience this may have caused.” Forget the conditions. Assume it inconvenienced everyone and just straight-up say you are sorry.

Another no-small thing. A note of apology should be from an actual person (like the bank’s website message, note 1). The lack of a signer imparts a nagging impression that no one at the bank has stepped up to own the problem. An email address or phone number for additional info would also make it seem more sincere.

Finally, according to the info posted on the site over the weekend, the bank is covering late fees caused by the outage (see note 1). Perhaps that email went only to bill-pay customers (which I am not). But still, why not mention it?

———————————-

PS One last question and then we’ll move on, promise. Why was the online apology taken down after just a few days? Many customers affected by the outage will never see the all-important public apology on the bank’s homepage (see screenshot at The Financial Brand).

Chase Bank apology email (19 Sep 2010, 2PM Pacific)

Note:
1. According to the New York CBS affiliate, the following appeared on the Chase website on Friday, 17 Sep (link):

We are sorry for the difficulties that recently affected chase.com and we apologize for not communicating better with you about this issue. As you may know, we experienced a significant service interruption and Online Bill Payments that were scheduled to be sent on September 13, 14, or 15, 2010, were sent by the morning of September 16, 2010.

If you scheduled a payment to be sent during those dates, but do not see it reflected in your payment activity by September 16, 2010, please contact us.

We are working hard to make sure that any late fees you may have incurred as a result of this processing delay are being refunded:

If your payment was to another Chase account (for example, Chase Credit Card Services), we are automatically refunding any late fees.

If your payment was to anyone other than Chase (for example, your telephone service, utilities or another financial institution), we are contacting many payees to prevent late fees from being charged.

However, if your payee charged you a late fee, please call us at one of the numbers below or visit your nearest Chase branch. We will refund the late fee to you.

We recommend that you keep this letter in case you need to provide information to your payee.

Please be assured that Chase’s online security has not been compromised as a result of this service interruption. Your accounts and confidential information remain safe and secure.

Giving you 24-hour access to your banking is of the utmost importance to us. This was not the level of service we know you expect, and we will work hard to serve and communicate with you better in the future.

Again, please accept our apology for this disruption and thank you for your patience. If you have any questions, please stop by your nearest Chase branch or call:

1-800-935-9935 for Personal accounts

1-877-CHASEPC (1-877-242-7372) for Business accounts

1-800-848-9136 for Home Lending and Auto accounts

For credit card accounts, please call the number on the back of your card

Sincerely,

Patricia O. Baker
Senior Vice President
Chase Executive Office

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Lessons from Chase’s Online Banking Outage

By Jim Bruene Posted on September 14, 2010
Categories: Chase Bank, Public Relations, Service

For much of Tuesday (see note 1), Chase Bank had a message in the upper left corner of its website saying that the website was temporarily unavailable “due to scheduled system maintenance” (screenshot here). Later in the day, the bank finally took that excuse down and merely said that the site is “temporarily unavailable” (see screenshot below and inset).

The outage appears to have afflicted iPhone app users as well. I tried several times and was not able to connect. But, unfortunately, and here’s a new downside for an app compared to a website, there is no way for the bank to warn users within the app that there’s a back-end problem. So users just tried and tried to connect.

Interestingly, text banking seemed to continue working, at least on the card side. During the outage I was able to retrieve the current balance and available credit via a text message to the bank’s shortcode. That could be an interesting side benefit to text banking, “works if the website is down.”

Lessons for Netbankers: There’s no way to avoid the occasional tech glitch. The important thing is how you handle it. Today’s salient lessons reveal how to communicate during downtime, scheduled or otherwise.

1. Homepage warning: The message on the website is crucial, and Chase does an okay job prominently posting a concise warning on the homepage. Sure, the bank could have been more specific, but when you are in the middle of an IT crisis, there often isn’t a whole lot more that can be said. Still, they were tardy in pulling the “scheduled maintenance” excuse down.

Chase website grade = B-

2. Referrals to other channels: Some of the press reports quoted a Chase spokesperson referring users to the toll-free number as well as ATMs and branches where the systems were apparently working fine. The bank’s website message should also have made those recommendations. Even if live operator support was hopelessly backed up, the bank should admit that and encourage customers to call the toll-free number to check balances and other activity.

Chase website grade = F

3. Apologize and reassure: From crisis management 101: apologize first, then reassure customers and tell them what you are doing to fix the problem. Chase was doing little of that from what I can see. There was no apology. There was no real explanation. And there was no reassurance that your money was safe. The information void was left to be filled with tweets and blog-post speculation. (15 Sep update: When I logged in today for the first time since the outage, there was no mention of the problem. And oddly, my last login showed as having happened during the middle of the outage. I’m trying to figure out how that could be; perhaps from my attempted iPhone app login?)

Chase website grade = Incomplete (I’m sure it’s coming, but it should have been visible today.)

4. Communications to mobile customers: If the mobile app is also down, you need to proactively send a message to app users explaining the situation. Conversely, if the mobile app or text messaging is working, refer Web customers to those channels.

Chase mobile grade = F (didn’t see that message)

All in all, a bad day for Chase online banking. But a good learning opportunity for everyone else.

————————————–

Chase Bank homepage with “unavailable” message (14 Sep 2010, 3:41 PM Pacific)

Online banking main page with unavailable message (14 Sep 2010, 3:41 PM Pacific)

Note:
1. According to various Twitter messages, Chase online banking went down at about 10 PM Eastern time on Monday, 13 Sep and came back online a few minutes ago (1:45 AM Eastern, 15 Sep, Wed.), a little under 28 hours.

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Chase Adds Mobile Remote Deposit Capture and P2P Payments to its iPhone App

By Jim Bruene Posted on July 3, 2010
Categories: Chase Bank, iPhone, Mobile Banking, P2P Payments, Remote Deposit Capture

Chase Bank rolled out a major new release to its iPhone app on Thursday (v. 2.3.1) with the addition of both remote deposit capture and peer-to-peer (P2P) payments (see inset). Chase is the first to support both those important features in its mobile app (note 1). This post covers remote deposit, and I’ll look at the P2P feature later.

How it works
I had been looking forward to depositing a check via the magic of the iPhone. But sadly, despite following the directions and capturing a good image of the front and back of the check, the software failed to scan the amount correctly (see screenshot 7).

The Chase app said the check scanned in at $0, despite it being a printed $200 check. I was testing with my trusty version 1 iPhone (circa 2007), which may not have a sharp enough camera. I’ll try it on a newer iPhone and update the post.

Here’s the process for new users (click on the thumbnails to view larger versions):

1. The Chase Quick Deposit service has been added to the main navigation bar across the bottom.

2. Customers agree to terms and conditions. Note: The service is limited to $1,000 per day and no more than $3,000 per month, eliminating many businesses as potential users.

3. On the first screen, users enter the dollar amount of the check.

4. The app provides instructions on how to successfully capture the check image.

5. Take pictures of the front and back of the check.

6. Double check image quality.

7. Error message saying that the dollar amount from the scan ($0) did not match the amount entered ($200).

Summary: Despite the glitch on my first deposit attempt, I’m glad to see Chase moving the mobile state-of-the-art forward. I’m sure we’ll see remote deposit added to most major mobile banking apps in the near future.

1. Signup screen 2. Customer agreement 3. Enter amount

4. Hints on image capture 5. Photograph the check front and back

6. View photo results 7. Error message

Notes:
1. USAA was the first major bank with mobile remote deposit, launching it in Sep. 2009; while WV United FCU was the very first with it almost exactly one year ago.
2. For more on mobile banking and payments, see the most recent issue from Online Banking Report.

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Best of Web: Chase Launches Instant Action 2-Way Text Alerts

By Jim Bruene Posted on June 3, 2010
Categories: Alerts & Messaging, Best of the Web, Chase Bank, Mobile Banking, SMS

It’s been 13 years since email bank-account alerts first appeared in the United States (see note 1). And for 12.99 years, users have wished they could just reply back to the message to cover a checking account shortfall.

Well finally, Chase Bank has delivered on that promise with real-time Chase Instant Action Alerts:

Chase account holders now receive real-time text-message alerts when their account drops below preset minimums. Customers can initiate funds transfers by texting back transfer instructions. Currently, transfers can be initiated only via text message.

While we would have been more impressed if the service covered the more common email alerts, the new feature does move the online/mobile banking state-of-the-art up a notch. That’s enough to earn Chase the second OBR Best of the Web awarded in 2010 and the 77th all-time (notes 2, 3).

The bank is promoting the new feature via Google AdWords (see screenshots below). And, they’ve done a good job identifying the key benefit in the landing page title:

Avoid Overdrafts | Chase Instant Action Alerts

I don’t see any mention of the new capabilities on the Chase homepage today, nor does it appear to be touted within online banking (note 4). However, a site-search for “alerts” drives users to the landing page shown below.

Advertising on Google search for “Chase email alerts”
(2 June 2010, 9 AM from Seattle IP)

Landing page (link)
Note: The top graphic is animated, showing how the alert and reply work (see images at the top of this post)

Notes:
1. Signet Bank was the first major to offer email account alerts. We covered it in OBR 22 (Feb 1997). We didn’t learn until a few months later that community bank Britton & Koontz actually beat Signet to market with alerts launched in the summer of 1996.
2. You could argue that Chase is not first with this capability. The handful of U.S. text-banking programs that support transfers are already offering the same capabilities as Chase (for example, see text commands at Natco Credit Union). However, Chase is the first major bank to provide the functionality, as well as the first to really promote the reply-back function as a major benefit.
3. OBR Best of the Web awards are given periodically to companies that pioneer new online/mobile banking features, products, or enhancements. It is not an endorsement of the company or product, just recognition for what we believe is an important development that “raises the bar” in alt-delivery. Chase’s Instant Action Alerts are the 77th recipient since we began the awards in 1997. It’s the second for Chase. The bank also won in 2007 for being the first major U.S. bank to roll out text banking. For a list of the top innovations of all time, see our January 2010 Online Banking Report.
4. It was not mentioned within my business banking account or consumer credit card account. I don’t have a Chase consumer checking account.
5. For more information on alerts and messaging, refer to this Online Banking Report published in 2003.

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Chase is First U.S. Bank with a Native iPad App

By Jim Bruene Posted on May 5, 2010
Categories: Chase Bank, iPad, Mobile Banking

Last week, Spain’s BancSabadell and “la Caixa” became the first banks in the world with iPad apps. But the U.S. was still shut out until today, when Chase became the first U.S. bank with a native iPad app (iTunes link). It doesn’t yet show in the Finance category of my iPad. But if I search for Chase, it appears as a download option.

It successfully downloaded, and about 60 seconds later, I was looking at my Chase account. Unlike some banks, it was not necessary to activate the app in online banking. First-time users log in to the app with their online banking credentials. Then an 8-digit code is sent to a pre-existing phone number or email address. Users then enter this code into the iPad.

Chase’s app is basically a stretched-out version of its iPhone app. But the extra real estate does make it easier to accomplish tasks, such as sending a bill payment (right screenshot). But the biggest initial benefit of the iPad app is all the blog posts and news articles it will generate.

Chase is betting big on the iPad platform, taking a reported six-figure sponsorship of the NY Times iPad app (see inset, click to enlarge). The bank really had no choice but to support that advertising expense with a banking app of its own. Chase launched its iPhone app in Dec. 2008.

Chase Bank’s native iPad app (5 May 2010)

Note: For more on mobile banking and payments, see the most recent issue from Online Banking Report.

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Chase Bank Invites Business Customers to Join Business Advisory Board

By Jim Bruene Posted on January 19, 2010
Categories: Chase Bank, Email Samples, Small Business, Social Networks

I received an email this morning (see below) from Chase Bank inviting me to participate in a new Business Advisory Board, powered by Lightspeed Research. My colleague also received the same invite for his separate account, so it doesn’t appear to have been a particularly selective emailing. Both accounts were acquired by Chase in the 2008 WaMu debacle.

To sign up, users simply complete a 10-question one-page online form (first part shown below in screenshot 2) which took just under six minutes (note 1).

After completing the registration, I expected to be ushered into some type of special club, but all I received was a 15-word paragraph telling me to confirm my email address (screenshot #3). That’s a bit of a letdown after giving the bank nearly 10 minutes of my day. I surmised the big payoff would come after confirming and logging back in.

I was wrong. After logging in, I was greeted with a short thank-you statement and an invitation to take the “welcome survey,” which turned out to be three questions about the 2010 economic outlook (screenshot #4). And that was it. Nothing more to see or do. No blog. No “online community” (promised in email). No special offers (note 2). They didn’t even have the courtesy to share the results from the survey I just took (note 3). I began to wonder if I’d been scammed.

Analysis: On the surface I love this idea: inviting customers to participate in an online advisory board. Customers like to be noticed and heard, and a chance to win $100 is icing on the cake. But if you intend to ask business customers to take 15 minutes out of their day, it better be for something real. So far, I just feel stupid for signing up and thinking that I was actually going to make a difference at the bank.

Hopefully, they’ll make up for the bad start with interesting opportunities down the road. But the bank will have to work doubly hard to get my attention after this wasted effort.

Email from Chase Business Banking (received 19 Jan. 2010, 1:55 PM Pacific)
Note: Highlighting mine

1. Landing page from email (link, 19 Jan. 2010)

2. Registration page (click to enlarge; link)
Note: Registrants are entered into a sweepstakes to win one of ten $100 prizes.

3. Registration thank-you screen

4. Three-question welcome survey is available after confirming your email address

Notes:
1. Although the site says it’s for business-banking customers of Chase and WaMu, it appears that anyone that finds the website can join.
2. Under the “Rewards” tab, information tantalizes regarding earning “cash, prizes, sweepstakes entries” for survey-respondents. But there are no examples or surveys available, so it’s one more small letdown.
3. Business owners that read through the online FAQs will find out that they may be contacted one or two times per month with “research opportunities,” but Chase shouldn’t bury this key info in the FAQs where only a small percentage of users will find it.
4. See our recent Online Banking Report for more ideas on how to serve small- and micro-businesses through the online and mobile channels.

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Chase Bank’s Second iPhone App: Gift Planner

By Jim Bruene Posted on November 24, 2009
Categories: Chase Bank, iPhone, Mobile Banking, Personal Financial Management

A few days ago, we predicted there would be tens of thousands of financial institution iPhone apps as the big banks released dozens to support their major business lines. PNC Bank and Wells Fargo were the two examples we cited.

There’s another multi-app bank: Chase. In our search for an iPhone gift planner to replace the web-based Zions Bank service, we ran discovered the bank’s Gift Planner (iTunes link).

Version 1.0 was released in time for the holidays last year (3 Dec. 2008), but it looks like Chase didn’t take over ownership/sponsorship until release 2.0 in August. The app is supported by an excellent small website at yourgiftplanner.com that displays the app and solicits feedback.

The app and website are 100% Chase branded. The only indication that a third party is involved is a notation in the iTunes store that the app is sold by The Archer Group (inset), a Wilmington, DE-based digital agency.

Evidently, the app didn’t show up on our radar because it’s placed in the App Store Productivity category instead of Financial. The app doesn’t appear to be mentioned on the Chase main website. A site search there came up blank.

Review: It’s great looking app that can be used for any holiday. The app supports “shake for help,” an advanced feature. The integration with your contact list makes it easy to add new contacts without typing, although you must wade through your entire list. And, the process of adding gifts is a bit tedious. You have to add a gift to the master gift list, then go to each person and add the gift to their profile. It would be better if you could simply type a gift on the fly.

iPhone users have been relatively unimpressed, giving the latest version a 2-star rating out of five; pretty low for a professional app (see inset).

It’s a good branding tool for Chase, but it the app itself could use retooling.

Gift Planner iPhone screenshots (24 Nov 2009)

Gift Planner website (link)

Note: For more info on mobile banking on the iPhone see our March Online Banking Report.

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How Measly Online Banking Archives Almost Cost Us $300

By Jim Bruene Posted on September 8, 2009
Categories: Chase Bank, Electronic Statements, Fee Income, US Bank

One of my least favorite tasks as a business owner is filling out forms, and tax forms are the worst of the lot. Thankfully, Washington state has a relatively simple online form that I can complete at literally the last minute of the quarterly filing period.

So last week, with the midnight deadline looming, I went to download the previous quarter’s transactions into our accounting software. After doing so, I noticed a six-week gap in the data. Because of timing issues, it had been 130 days since I’d last downloaded. Guess what? My bank archives only 90 days of data for Microsoft Money users (note 1).

So, I went online and figured I’d retrieve the older transaction there. No luck. Again, only 90 days of past data are visible in online banking. Next, I tried the data-download function. Nope, same 90-day limit. Now realizing that I’d have to hand-key the data, I was getting frustrated, but I figured I could at least view my April and May statements online. Strike 4. My bank doesn’t post any estatements online UNLESS you’ve previously given up your paper statement.

So I had to paw through my paper piles to find the missing statements, then spend a half-hour hand-entering business transactions. Boy, did I feel like a fool. Luckily, I’d started the process earlier than usual and made the midnight deadline; otherwise, the lack of data archives would have cost me more than $300 in city and state penalties.

Fee opportunity for banks
Had I been a perfect customer and remembered to download my data within the 90-day window, this wouldn’t have happened. But really, now that you can buy a 1TB (1000MB) hard drive for $79, how can a bank justify a measly 3-month archive, especially for business clients? Even factoring in security costs, backup sites and other expenses, what is the marginal cost to store 18 months of transaction data? A buck per year? Probably more like a dime or less (note 2).

It no longer makes sense to arbitrarily limit online data archives. Put a price on it and let your customers decide how long they want to store their data. Many small business customers would pay $1 to $2 per month per year of back archives. Interested consumers might pay half that, e.g., $3 to $5 per month for a 7-year archive.

It can also be used a perk for going paperless. For example, Chase Bank offers seven years of online statements for its customers (see screenshot below); otherwise, users can access only the last 18 months online.

Finally, it’s one of the most cost-effective retention tools imaginable (note 3).

Chase Bank promotes the benefits of going paperless to its online banking users (1 Sep 2009)

Notes:
1. The lack of past data is especially annoying since I pay $5.95/mo for the data download service.
2. I do understand that increasing online archives is not a simple project. And even though storage costs are relatively minimal, the PROJECT costs, are certainly not. I’m sure it’s a multi-million effort that’s difficult to justify in an era where regulatory mandates eat up IT budgets like a power surge gobbling data.
3. For more info on estatements, refer to our Online Banking Report on Lifetime Statement Archives (June 2005) and Electronic Messaging & Statements (Feb 2003).

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Don’t Waste the Marketing & Communication Benefits of an iPhone App Update

By Jim Bruene Posted on August 31, 2009
Categories: Chase Bank, iPhone, Mobile Banking, USAA, Wells Fargo

I’ve written plenty about the importance of the iPhone App Store, both here and in Online Banking Report (note 1). But there’s one subtle side benefit I hadn’t thought too much about previously.

Every time a new version of a native app is released, users must take action to download it if they want the new features. While this process used to be a nightmare in the desktop software days where users had to use floppy disks, CDs or large downloads to reinstall the software, it’s an absolute breeze on the iPhone and usually takes less than a minute from start to finish. And there’s no restarting the iPhone or choosing installation options. It’s just a one-click process plus the input of your iTunes password if you weren’t already logged in.

So why is this process a benefit? Because each time a new release is available a little icon shows on top of the App Store icon (see screenshot 1 below). Users then press the App Store icon, choose update, and they see a list of applications with updates available (screenshot 2). At that point users choose to update them all or look at them individually.

We believe most users are interested enough in their financial apps to take a look at the update, at least until the novelty of the mobile app wears off some years in the future. This provides financial institutions a free marketing opportunity to not only explain the new features of the app, but also deliver other marketing messages. You are much more likely to make an impression with your customers during the update process, compared to sending out a random marketing email.

In the three bank examples below, only USAA (screenshot 3) uses the opportunity to further cement its relationship with mobile customers, touting its new remote deposit capabilities along with several other enhancements. Wells Fargo (screenshot 4) takes a matter-of-fact, “we’re fixing bugs” approach that is OK, but still misses the chance to communicate with users. But Chase (screenshot 5) completely annoys users with two sentences of marketing speak that says nothing about the update.

Lessons for financial & mobile marketers: Whenever you release an update for your mobile app (note 2), take the opportunity to communicate with your customers as follows:

Clearly explain the benefits of the changes to the app
Highlight one or two related benefits of the app
Mention any related news or promotions
Strike a good balance between disseminating technical info and marketing new benefits

Screenshots

1. Main iPhone screen shows                        2. The Updates page shows the 4 apps
    that 4 app updates are                                       that have new versions available.
    available (right side halfway down).

3. USAA’s latest update explains the specific changes made and provides several new benefits to using the app.

4 & 5. On the other hand, the Wells Fargo and Chase update messages are sparse. The Wells Fargo update appears to be a minor bug fix, so we’ll cut them some slack for the terse message. However, Chase, with a minor update (2.0.1 update) to its major 2.0 release (released Aug 25), says absolutely nothing in 24 words of marketing-speak:

We’re listening — You asked for a fully native iPhone banking application. This Chase iPhone app is built exclusively for iPhone and iPod touch users.

Seriously Chase, this is the best you could come up for the tens of thousands, if not hundreds of thousands, of iPhone users waiting for your updated app? At least the bank gets points for brevity.

Screenshot 4 Screenshot 5

Note:
1. For more info on the importance of a native iPhone app see Online Banking Report: Mobile Banking via iPhone.
2. The same advice holds true for communicating online banking improvements as well, although the communication methods are different (email, newsletter, statement insert, blog, interstitials, log-off messages, etc.).

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Chase Bank Targets WaMu Overdrafters in Google Search Ads

By Jim Bruene Posted on August 20, 2009
Categories: Chase Bank, Search Engine Marketing, Washington Mutual

Someone’s getting creative on Chase’s search-engine marketing team. Look at the ad they placed on the RSS feed of a recent Payments News article (see first screenshot below, note 1). Using Google AdSense, the bank cleverly placed an ad against a story about Wells Fargo’s same-day bill pay service.

Chase probably figures consumers reading about same-day payment capabilities might also have experienced problems with overdrafts in the past. But, I’m not sure why Chase used a call-to-action aimed at driving prospects to a branch:

Wamu Overdraft Forgiveness
Help Take Control of your Finances. Find a Chase Branch Near You Today! (emphasis added)

Prospects that clicked through on the first ad landed on a microsite with a large branch finder at the bottom. This is a good microsite, although it doesn’t directly mention taking control of your finances (see second screenshot).

Over at the main Google site, Chase used a pitch that seemed more likely to induce clicks (see third screenshot):

Welcome to Chase
Chase Checking Alerts Help You Avoid Fees. Learn More Today!

These search ads were not displayed in searches today, so perhaps they were pulled after performing poorly.

Lesson: There’s a lot of attention in the press these days about overdraft fees (see NY Times editorial today). If you have good tools to avoid them, especially mobile alerts, it might be an effective way to attract new customers.

And even though these particular ads may not have worked, it demonstrates that Chase is being creative in its search engine marketing efforts. The only way you can find what works in your market is by continuous trials (note 2).

Google ad on Payments News RSS feed (29 July 2009)

Chase landing page from ad shown above (link, 29 July 2009)

Google AdWords ad for “Wamu overdraft forgiveness” (29 July, 12 PM Pacific, from Seattle IP address)

Notes:
1. Viewed in a soon-to-be-defunct NewsGator reader.
2. For more info on search engine marketing, see Online Banking Report: Searching for Customers 3.0 (March 2008).

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