How Ally Financial Is Improving Its Customer Service
Founded in 1919, Ally Financial is an award-winning global financial services company that provides automotive financial services and online banking. It also offers home loans, investment products and credit cards. Headquartered in Detroit, Michigan, Ally Financial employs more than 11,000 people across the globe.
With a reputation for customer service that often falls short, Ally is trying to change the way it approaches customer support. It is focusing on making customers feel valued, rather than resenting them for using its services. It is deploying technology to improve its customer service and implementing a customer-centric approach. The bank recently launched a video featuring employees asking customers for help with things like fall yard cleanup and an upcoming holiday trip to see family.
Ally has many ways to contact its customer service representatives, including phone, email, and a live chat feature. It also has a thorough Help Center that answers many common questions. The website is available 24/7 and can be accessed via desktop, laptop or mobile device. The bank’s mobile app is high-rated on iOS but has only an OK rating on Android.
In a bid to boost its customer satisfaction ratings, Ally has also recently revamped its advertising campaign. The new creative campaign aims to show the importance of customer reviews and features over-the-top scenes that illustrate what can go wrong when you don’t read consumer reviews before buying a product or service. The bank has already started airing the new ads, which have received positive feedback from consumers.
Another initiative Ally is taking to improve its customer experience is consolidating its data across all of its business lines, including auto loan management, credit card management and mortgage operations. The goal is to provide a seamless, cohesive customer experience by allowing customers to access all of their accounts from one website and use a single sign-on for all services. Ally is close to completing a key phase of this strategy, which was teased at its Investor Day in 2016.
The bank is dedicated to “making banking smarter and simpler,” and it is delivering on that promise with the launch of a new digital-first customer experience. As part of this, the company is streamlining the processes and tools that empower its associates to deliver elevated service. It has also deployed the platform Zoom to enable an agile, digital-first approach that improves both employee and customer experiences.
Unlike some banks, Ally does not charge a fee for low balance checking or overdraft fees. It also does not have monthly maintenance fees or a minimum deposit requirement. In addition, it offers a wide ATM network and reimburses $10 in out-of-network ATM fees each month. Its interest checking account pays an interest rate of 0.25% and has no monthly fees, while its savings accounts pay a competitive 2.45%.
Customers can contact Ally customer service by phone, email, or through its website, which is updated daily. The phone number is toll-free, and the email address is email@example.com. The bank is also active in community support and sponsors local events and professional sports teams, including the Charlotte Hornets and Detroit Pistons.