Banking customers 'increasingly turning to social media'

An increasing number of Aussies are communicating with their bank via social networking sites like Facebook and Twitter.

Adding further weight to claims that we are fast becoming a digital society, bosses at the Commonwealth Bank have suggested that customers are looking for immediate responses and information via the internet, News Limited reports.

With more than 955 million active users at the end of June 2012, it is easy to see why Facebook has become such a powerful tool for lenders to use.

CBA has more than 225,000 'likes' on its Facebook page and people who hold bank accounts with the firm are leaving messages when they encounter problems.

The company's digital and social marketing general manager Andrew Murrell told the news provider that the organisation would monitor social networking sites 24 hours a day by the end of the year.

"As the scale of the followers are growing particularly on Facebook we have worked with our direct banking to have customer service available like you do from the telephone," he remarked.

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