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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…

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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…

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New Media Presents Unique Challenge to Customer Service Industry

There’s nothing more frustrating than being placed on hold while waiting to speak with a customer care representative. That’s why many contact centers are moving towards alternative ways, from Facebook to email and text messaging, to keep in…

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3 Ways to Melt Call Volume with Digital Customer Contact Channels

Forrester recently announced that online self-service has surpassed the traditional phone line as the most popular channel for customers — making agents working the phones now second in the customer service toolbox. Meanwhile, social media and mobile technologies continue to…

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Facebook & Twitter: When Digital Customer Service Experience Collides

Facebook Twitter

What do the airline, telecom and finance industries have in common? They’re the most social media-responsive businesses today. Stats from these industries show Twitter has long enjoyed dominance as the customer service communications channel of choice. But cracks…

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In the Chat Helps Companies Provide An Excellent Social Media Customer Experience

social customer service

For just over four years, In the Chat has been helping companies connect with consumers in digital channels and establish relationships that really matter. Our CEO, John Huehn offered his advice on why brands need to be present…

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What do Consumers Look for From Brands in Social Media?

According to Kristina Knight of BizReport, “Social media is like speed dating – a lot can go right and a lot can go wrong between the brand and the shopper.” Many brands struggle to determine the best way to…

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