Standards for Social media channels
IndusInd Bank has an active social media presence to help us stay in touch with you and serve you better. We encourage everyone to use common courtesy, be respectful of others and follow our guidelines to foster healthy social communities and to protect your privacy. If you are a consumer looking for assistance, you can reach us on our:
Facebook page :- @OfficialIndusIndBankPage https://www.facebook.com/OfficialIndusIndBankPage
Twitter Handle :- @MyIndusIndBank https://twitter.com/MyIndusIndBank
We are also present on LinkedIn and other social media platforms to disseminate the information to our users about the bank’s products, offers, services etc. and may occasionally identify and respond to consumers seeking assistance with banking-related issues. In the event a consumer receives such a communication from the bank regarding a service request or other need, the consumer may be offered other IndusInd bank’s channels to help address those concerns as smoothly and effectively as possible. Our full polices are listed at our corporate (www.indusind.com) site.
Our company’s social media pages are public, which means that anyone can see your posts, tweets, comments on these platforms and your posts may even show up in search-engine results (like on Google or Yahoo!). While we want to foster healthy discussion, we may occasionally remove/hide posts that don't fit our community guidelines.
Because our social media pages are a public pages and anyone can participate, we cannot be responsible for views expressed other than our own.
We encourage all consumers/ followers to:
- Stay on topic, use common courtesy and be respectful of others
- Submit your own original content, and avoid content that you know to be fraudulent
- Do not post someone else's copyrighted work unless you have permission
- Never post personal, identifying or confidential information
Please note that our social media brand pages are moderated by IndusInd Bank employees and its social media partners. We'll make every effort to respond in a timely manner; however, we can't guarantee that we'll reply to every comment/ views.
You may also receive assistance for banking and other queries through our other channels: https://www.indusind.com/in/en/personal/reach-us.html.
Email: socialm@indusind.com
Video Branch: https://www.indusind.com/in/en/personal/video-branch.html
In person in our branches: https://www.indusind.com/in/en/personal/locate-us.html
Bank’s apps: IndusMobile, IndusPay, IndusDirect and Video Branch.
Why Social Media Channels?
Over past few years all the social media channels have evolved and have become an integral part of our everyday lives. Bank didn’t want to miss this opportunity to connect with their consumers in a space where they spend a lot of time in day to day life. We entered Facebook and Twitter and the key reason which the Bank established over these years was they have encouraged a two way communication window with the consumers; they not only provide content/information and engagement on these channels but also help address consumer queries.
Content on Bank’s Social Media Channels
- Facebook: The bank entered Facebook in 2011, initially moving at a slow pace the Bank built its presence on this channel and has a consumer base of 1 Million now. This channel is fast moving, engagement levels are very high if we provide the right set of content. Over the years we as a brand have tried to keep the content fresh and shareable. IndusInd Bank does not promote any religion or region specific content and doesn’t encourage such communications.
- Twitter: The bank entered this channel in 2015, and stayed a silent spectator for 3 months to understand and gauge the trends, observe what was being spoken about the brand and accordingly developed its strategy basis these learning’s. As we moved ahead, we became active with posting content on our handle 2 to 3 times a week and started posting every day.
- Instagram: The brand has its presence on Instagram. And as we move ahead there will be increased engagement and relevant content sharing on this channel.
Important Note:
- Customers / non-Customers are requested not to share confidential information like Mobile number, Debit / Credit Cards number, CVV Password etc. on any of the social media Platforms.
- For any urgent and critical transactions like Lost Card/ Stop Cheque and so on, we request you to call us on our Customer Care Phone Banking Numbers as mentioned above.
Consumer Queries & resolution
Bank has set up its own helpline numbers and consumer support group who provide immediate response to consumer queries and work on high priority dedicatedly to address the grievances, complaints or comments whatsoever. The bank holds all rights to remove, delete and hide comments made by fans/ followers/ consumers if found abusive, defamatory and derogatory for brand/society at large.
Following is the process flow for handling consumer queries:
Advertising on social media channels
The bank in its capacity will actively promote and advertise its communication across all relevant social media channels.
The bank holds all rights to promote its digital marketing assets/blogs/website/microsite/article/products/services on all the social media channels from time to time.
Who can follow us on these social media platforms & why?
Any individual who is above 13 years of age can follow us on various social media platforms and also can seek a response from the bank regarding banking products & services. Users do not need to share the PII (Personally identifiable information) in public. They can simply follow us and inbox/ DM to share their information/grievances. Our bank’s representative will connect to them via email or phone banking or any other authorized channels.
How do we handle Social Media Monitoring & ORM (Online Reputation Management):
As bank has presence on key social media channel such as Facebook, Twitter, LinkedIn etc. To manage these channels actively, we have partnered with an digital marketing agency who manages the day-to-day communication from brand’s side.
All the queries/complaints/feedback etc. are directly managed by IndusInd Bank’s Customer Care Team, which operates 24x7.
Rights
The bank has all the rights reserved for images either procured through third party image providers or individual photo-shoots. Any image usage of bank’s management, employees, board members, actors, models and contractual celebrities is owned by the bank.
All information, facts, data provided on our social channels is provided by the Bank. Bank is not responsible for the content provided in any other website about the bank. The consumer can write to us at socialm@indusind.com for any query related to any of the product and services offered by us.
IndusInd Bank social media manual is completely in lines with the guidelines laid down by the Interactive Advertising Bureau. The Bank has all rights reserved to update, communicate and disseminate content basis the guidelines and changes thereof from time to time.
Beware Of Fraud
Beware of SMSs, Email, Calls asking you to redeem Reward Points by clicking on a link & sharing your personal/ credit card details. Never use search engines to look for Customer Care numbers. Visit official website of bank for contact details of helpline number.