How Ally Bank’s Customer Service Sets Us Apart from Other Banks

Posted in Community, Customer Spotlight
March 28th, 2013 at 8:00 am by Ally

At Ally, we know that when you’re looking for a new bank, it’s essential that you find one that offers products and rates that line up with your financial goals. But it’s also important that your bank provides quality customer service that will help you make the most of your finances.

That’s why we’re honored to be the recipient of two 2013 Stevie® Awards for Sales & Customer Service: the Innovation in Customer Service Award – Banking, Financial Services & Insurance, in recognition of our call wait time feature, and the e-Commerce Customer Service Award, for Ally’s customer chat function.

These awards are particularly meaningful to us because they recognize our commitment to offering a banking experience that’s focused on the needs of our customers. While we’ll always work to be better, it’s inspiring to know we’re on the right track.

David Vasquez, Customer Care executive for Ally Bank, credits Ally’s commitment to making its 24-hour, multi-channel experience the backbone of its customer service.

How Ally Bank’s Customer Service Sets Us Apart from Other Banks

“The Internet never sleeps,” he tells Straight Talk. “From day one, we wanted to make sure that we’d be available for customers whenever they have a question or concern for us. That’s why we are available to have the same conversation at 3 a.m. on a Sunday that we’d have at 3 p.m. on a Wednesday.”

As an online bank, Ally has the opportunity to deliver straightforward service in ways that our customers can tailor to their specific needs and increasingly digital lifestyle.

For instance, the call wait time feature, which is available at Ally.com and on the Ally Mobile Banking app, tells visitors how long they’ll have to wait to talk to a customer service representative when phoning via its toll-free number. Not only does it benefit our customers, but it also helps us meet our goal of keeping our wait time as low as possible. And for any skeptics out there, Vasquez assures Straight Talk that the timer is accurate.

If Ally raises the rate on a Raise Your Rate CD, you can use the online chat feature to take advantage of that higher rate with the help of a live representative, which comes in handy when you don’t have the time or privacy to make a phone call.

Vasquez works with a 600-strong team spread across five North American-based call centers. All team members are trained to assist customers on all Ally customer service channels: live chat, e-mail and phone. These associates must be prepared to support a wide range of banking needs, from helping a current customer transfer money between accounts to explaining the finer points of online banking to potential Ally customers.

“Our reps start their day with a 15-minute briefing where they learn about recent developments that they need to know in order to properly assist customers,” Vasquez tells us.

Arming his associates with knowledge on new products or changing rates allows them to offer customers the most important product of all – which, incidentally, isn’t a bank account.

“The best product we provide is our associates who are there at all times to assist customers with whatever help they need,” Vasquez says.

Those familiar with Ally know that the bank prides itself on putting its customers in touch with real people. But Vasquez goes a step further by asking employees to be themselves.  

“We ask our associates to be sincere,” he says. “They’re not using a script. They’re using a few talking points, but at the end of the day we want the dialogue to be conversational and meaningful, to help find the right solutions for each customer’s particular need.”

Awards are always great, but there’s no honor quite like receiving kudos from our customers.

For instance, N.P. Brandt recently tweeted us:

Ally Bank Customer Service - Twitter

We’ll get right on that, N.P.!

And don’t forget, you can always ask us a question or leave us a comment on Facebook and Twitter. We’ll respond whenever possible. Just ask customer Terry Weiss.

Ally Bank Customer Service - Facebook

Have you had a positive experience with Ally Bank’s customer service? How important is good customer service when you’re looking for a new bank?

Which statement best describes your usage of Ally Bank's chat feature?

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Responses to this post (24 comments)

  1. 4/3/2013
    2:20 pm
    Charlie says:

    It does not appear that you will answer my question. How much are your overdraft fees? Is it a daily fee until paid? My bank now charges a flat amount. No other fee.
    Woodforest National.

    • 4/6/2013
      12:10 pm
      Ally says:

      Hi Charlie, you can find this information in our deposits agreement here: http://bit.ly/10CtiSz. You can also call 1-877-247-ALLY (2559) anytime and our Ally Care team will be happy to answer all your questions!

  2. 4/5/2013
    10:47 am
    customer says:

    The chat is uncomfortable because people can come across as aggressive and unpleasant when there is an anonymous, distant conversation taking place. I think that the representatives are much friendlier on the phone (well, sometimes) than while chatting.

  3. 4/5/2013
    10:51 am
    jerry kurtz says:

    i have never enjoyed banking more they have answered
    every question i ever asked them they never failed to do what i asked them how can any body complain that is my thinking and thank you for asking it i always tell people how great it is with no hassel

  4. 4/5/2013
    11:02 am
    Colie says:

    @Charlie: Overdraft fees are $9. They only charge one overdraft fee per day. They also have an overdraft service where they will automatically transfer $100 from savings to checking. If you don’t have $100 in savings to transfer, they will then charge overdraft.

  5. 4/5/2013
    11:33 am
    Blas L says:

    I have used it in the past, And was very pleased with the service. I like your Team, they have it togeher.

    Good Job.

  6. 4/5/2013
    11:37 am
    Charles says:

    Sorry, I hate using chat. It’s way too slow. Phone call is much faster for my time and yours. Why sit through the typing delay and back and forth replies? It seems to be neverending. I want to tell you my problem, get it fixed, and hang up. The faster the better.

    But your phone customer service is excellent. I love Ally Bank.

  7. 4/5/2013
    12:38 pm
    Mary says:

    Ally is awesome! I am hoping to get everything moved over from our other bank, to use Ally as our primary checking & savings. Love the fees refunded, etc. and customer service is awesome! I’ve spoken with reps on the phone with no wait time and very friendly, easily understood conversations, and I also love the chat… with 3 little kids under 5, it’s almost impossible to talk on the phone sometimes, so chat is the way to go! Love you guys! This is the way all banks should be!

  8. 4/5/2013
    12:45 pm
    dave says:

    I get paid on the 1st of every month. Once I overdrafted around mid-month and was charged something like $9.00. There were no additional charges.

  9. 4/5/2013
    2:40 pm
    Nannette Banker says:

    This is the most satisfying Banking experience I have ever had. Customer Service is exquisite and I recommend your establishment to everyone. You are the “BOMB” as people would say. Thank you for your services…

    • 4/8/2013
      5:04 pm
      Ally says:

      Thanks, everyone! We really appreciate your input. We strive to be the best and appreciate any and all feedback we get from you guys!

  10. 4/5/2013
    4:05 pm
    Naomi says:

    I agree with Charles; chat is way too slow, and therefore less convenient than making a phone call.

  11. 4/5/2013
    5:05 pm
    RonaldS says:

    Will definitely use the chat service when needed. I am hearing impaired and cannot understand telephone conversation. Thanks for providing chat!

  12. 4/5/2013
    5:42 pm
    joel says:

    I have used chat on several (3) occasions, and will not use it again. When I call the service is exemplary, fast accurate responses. On chat i wait 1-3 mins between replies. The information is often incomplete and inaccurate. On the phone I am the only person the Ally employee is dealing with, on chat
    who knows how many others are on the line. It is very frustrating!

  13. 4/5/2013
    5:48 pm
    SteveC says:

    While I would text if I actually had to to perform some communication, my texting skills aren’t that good so I would seek an alternate that was easier for me.

    If I could use a physical keyboard vice my phone, that would work (like now).

  14. 4/5/2013
    8:05 pm
    chris says:

    Chat is great cos sometimes there’s stuff going on at home, the kids are making a noise etc. and I want the answer to a question, without having to give 100% attention.

  15. 4/5/2013
    9:39 pm
    Tyler F says:

    I have never had a bad experience with the chat. Sometimes it’s not available (I’m not sure if it’s due to site maintenance or just the time of day) but when it is, it is very helpful.

  16. 4/5/2013
    10:23 pm
    Jim T says:

    The chat feature is not my preference, unless I am somewhere where I have a secure connection and am unable to talk. Chat feels too impersonal, robotic, and it’s difficult to convey any type of caring with a pre-typed response on a screen. I feel the same way about the “send us an email” over 1/2 the time the response seems cold and canned. Usually, If i’m confused, I want to hear someone’s voice so I can hear if they actually care or are just going through the motions. I want to hear how the company I do business with feels about me and I can only get that with a live personal response with a human voice.

  17. 4/5/2013
    11:11 pm
    Bob Hardison says:

    Because of my age, I am mostly interesting in the percent paid on checking or savings account. I know that the old 5.6% is gone, but I would like to know when the interest on savings goes up to be told to me. I would like to present a higher amount than I have now to invest. Just let me know. Bob

  18. 4/6/2013
    5:52 pm
    Sharon Harding says:

    I agree with Bob Hardison’s comment. Just email me when interest rates go up on my account as I will invest more then. Customer service at Ally has been very fast and easy to get answers to my questions compared to other banks that use foreign outsoursed phone answering systems that are awful to speak with as they barely understand English and give rote answers to easy questions that waste my time. Keep up the fine customer service, Ally!

  19. 4/6/2013
    7:02 pm
    Barbara says:

    I like chat for quick questions and the wait time is pretty good compared to some other sites. Some things I find I cannot do via chat such as making a change to a CD at maturity, but when I’ve talked to customer service, they have always been friendly and effecient. I think Ally Bank is great.

  20. 4/7/2013
    4:22 pm
    EARLE BENSING says:

    I prefer the phone – your people are terrific. They respond quickly, are patient and leave one with the impression that they really appreciate one’s business. No other bank handles customer issues as well.

  21. 4/7/2013
    5:29 pm
    Golfer says:

    Started a small 4-year CD to test out Ally. Then a small checking acc’t. Then , recently a Money Market acc’t. Had some questions about transferring, etc. Got 100% satisfactory answers EVERY time…with professionalism. Always prompt. Within 2 weeks, plan to convert 4 more CD’s from brand X to Ally. Test is over. These folks are a breath of fresh air in 2013. Keep up the good work. BUT…if you wish to raise your rates…feel free to do so. Stay ahead of your competition.

  22. 10/29/2013
    2:48 pm
    JKO says:

    Ally’s Executive Resolution Team is blaming Ally’s Customer Care’s Contact Center for their contradictory responses. Customer Care has done a great job attempting to communicate and resolve the issue. Ally’s ERT deserves an F. How do I contact Mr. Dave Vasquez?

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