Amex canceling Secure Messaging

[halos24]

I actually used the chat live feature this morning. They asked me if I was XXX I responded yes. Then it ask you to respond to a security question. It was somewhat useful and I might use it again. Was asking about the Zync card and possibly doing a PC.

[09Lexie]

Interesting, they didn't ask me any security questions. She just started chatting.

[halos24]

Strange.... I assumed because he actually looked up my accounts?

[lhcole77]

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@09Lexie wrote:
Interesting, they didn't ask me any security questions. She just started chatting.

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Sometimes they ask me for the security clearance and sometimes they don't

She didn't this morning

[LS2982]

I dont see anything wrong with chat, I prefer it actually.

[FinStar]

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@LS2982 wrote:

I dont see anything wrong with chat, I prefer it actually.

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+1

True, everyone's communication preferences will vary, but at the end of the day most companies already offer multiple channels of communication whether its Twitter, FB, phone, online chat, etc., to address any particular concerns.  Undoubtedly, most companies ultimately decide (based on your own feedback and their analysis - maybe not everyone on this forum) and determine the best approach for enhancing their brand's loyalty and the customer's experience.  I do remember receiving a survey addressing this particular instance of change about a year ago.  And, it's not like email/secured messaging was the only method to get through them.

[kevinjjc]

In my opinion, AmEx loses brownie points for doing this.