Champlain National Bank is a small bank in northern New York State. Founded in 1909, it’s still committed to serving the people living in the Adirondack Mountains and along the shores of Lake Champlain with the highest level of client service, while offering the latest banking services and products.
www.champlainbank.comFinancial Services
Willsboro, NY
51-200
Reputation management
Champlain National Bank needs to be able to react quickly and correct any wrong information online. Mention helps by identifying negative comments as soon as they're posted. "Once we are notified of a negative comment, we can quickly respond to help resolve the problem, which we try to always handle with a phone call. The conversation almost always ends with 'thank you so much. I can't believe you cared about my issue and would reach out.' Many times these people, who were so mad at us a few minutes before, will then go back online and update their original comment, to explain how we helped them.That's always a fantastic result."
A fast response is key to keeping the negative comments to a minimum. "The quicker you can catch a negative comment online and address it, the better outcome you're going to have. Often it's just a misunderstanding, but sometimes it's a legitimate complaint, so we need to fix it as quickly as possible. Our clients who visit us in-branch might have an issue but not want to say it face-to-face to us. It’s easier to vent online, where other people can commiserate. Mention is a great listening tool to make sure that any issues our customers are having are addressed quickly. If there is an issue, we can quickly correct it to make sure no other clients will have those same issues. It's been a very effective service tool for us in that way."
"If I could've written down exactly what I needed from a monitoring service, Mention checked all those boxes."





Social media monitoring
"I can't imagine that any business doesn't need this tool."





Monitoring customer feedback
Trying to do this without good tools is just setting yourself up for failure. "If you think that just getting alerts from your social media platforms is enough, it's not. You're missing the rest of the internet."
"Sometimes Mention catches things before any of the social media sites notify me, which is incredible. I can't spend my entire day monitoring social media. So I really rely on my Mention alerts."





Effective reporting
Champlain National Bank also needs to be able to keep records of what’s being said on its social media pages. Without good reporting tools, this could be a nightmare. "Banking is all about record-keeping. Once a month I use Mention's reporting tools to download every time we've been mentioned online. It gives me a solid record of what’s being said about us online.”
"I can't imagine that any business doesn't need this tool."





Mention & Champlain National Bank
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