Home » Mobile Messaging

Study Shows Customers Demand Mobile App Service

A new survey reveals that an overwhelming majority of consumers want access to a customer service experience that is entirely app-based – meaning no need to call or email for help. The survey, which involved just over 1,000…

Read More »

TD Bank: World’s First to Offer Facebook Messenger Customer Service

TD bank logo

December 22, 2015: TD Bank Group announced the launch of customer service through Messenger. Making TD the first major banking institution to offer Messenger as a way of connecting with customers. “Whether it is in a branch, over…

Read More »

Text Messaging Helps Companies with Low Customer Satisfaction; Survey Shows

A new customer service survey shows that many consumers are growing tired of traditional customer service support models. It suggests the answer may be digital service channels, such as text messaging support. The survey, which was carried out…

Read More »

Responsive Online Presence is Key to Happy Customers

A new blog from Help Scout – a company that makes a web-based help desk focused on helping firms create better customer experiences – sheds light on some important facts, quotes, and statistics about the changing customer service…

Read More »

TD Bank & Text Messaging Customer Service

The second-largest bank in Canada unveiled plans to allow its customers to send feedback via text messaging. It’s considered an important move in the digital development of customer service platforms. Toronto Dominion Bank, better known as TD Bank,…

Read More »

2-Way Text Messaging for Customer Service: Not Enough Successful Implementations

New research from McKinsey & Company, a global consulting firm, reveals the difficulty customer care centers face when implementing digital “e-care” solutions, from 2-way text messaging, email and social media support. The report is based on interviews with…

Read More »

4 Ways Enterprises Botch Digital Customer Care

New research from McKinsey & Company reveals the difficulty customer care centers face when implementing digital “e-care” solutions, from text messaging to email and social media support. The report is based on interviews with approximately 70 digital customer…

Read More »

Emerging Digital Features Could Prevent Customer Service Disasters, Reports Suggest

A new study by Consumer Reports reveals that many consumers are unhappy with today’s customer service experience. Overall, the report suggests companies need to look to new technologies in order to improve their relationships with existing and prospective…

Read More »

Forrester Praises Text Messaging for Customer Service

Forrester has produced a report outlining the many advantages of SMS text messaging as a customer service channel. “Weave Support For Text Chat Into Your Omnichannel Customer Service Strategy”. Says Forrester analyst Art Schoeller. The report is a…

Read More »

CampusConnect: Text Messaging for Colleges and Universities

In the Chat has just launched CampusConnect, a new service that’s specifically targeted at universities and colleges. ITC’s platform enables full two-way, back-and-forth text messaging communications between students on their mobile devices and faculty and staff at their…

Read More »