RIVERWOODS, Ill.--(BUSINESS WIRE)--
Discover announced today the launch of messaging, a customer service
option that allows customers to communicate with Discover’s customer
service agents without having to stop and restart numerous interactions.
The new feature, which will be rolled out in phases, enables customers
to message Discover’s customer service representatives via the Discover
mobile app.
Unlike traditional session-based chats, messaging allows customers to
message back and forth with an agent whenever it is convenient for them,
eliminating the need to stay logged in to the app in order to reach a
customer service representative. Agents also will have access to
customers’ messaging history, eliminating the need for customers to
start over and describe the same issue to multiple agents.
Upon completion of the rollout this summer, messaging will replace
Discover’s current Live Chat feature, enabling seamless communication
between Discover customers and the company’s live, U.S.-based customer
service representatives.
“Delivering a world-class customer experience is at the core of who we
are at Discover. We continually evaluate our products and services to
make sure we are meeting customer needs and are providing the most
relevant features and benefits,” said Dennis Michel, senior vice
president of customer service and engagement. “Communicating via
messaging and other messaging apps has become second nature, so it only
makes sense that customers should be able to enjoy the same convenience
when communicating with our customer service team.”
For more information about Discover, please visit www.discover.com.
About Discover
Discover Financial Services (NYSE: DFS) is a direct banking and payment
services company with one of the most recognized brands in U.S.
financial services. Since its inception in 1986, the company has become
one of the largest card issuers in the United States. The company issues
the Discover card, America's cash rewards pioneer, and offers private
student loans, personal loans, home equity loans, checking and savings
accounts and certificates of deposit through its direct banking
business. It operates the Discover Network, with millions of merchant
and cash access locations; PULSE, one of the nation's leading ATM/debit
networks; and Diners Club International, a global payments network with
acceptance in more than 185 countries and territories. For more
information, visit www.discover.com/company.
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Source: Discover Financial Services