Back

Discover Enhances Customer Service with In-App Messaging

May 31, 2017

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.

Source: Discover Financial Services

Discover Financial Services

Susan J. Villalobos

224-405-5344

susanvillalobos@discover.com

@Discover_News