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,…

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Consumers Demand Efficient, Personalized Service Experience: Survey

A new survey reveals just how demanding consumers are when it comes to customer service. Specifically, the survey, which was carried out by New York-based analytics firm Verint Systems, showed that a majority of respondents aged 18-34 said…

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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…

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Digital Agent Takes Center Stage at Customer Response Summit, Seattle

Customer Response Summit is a bi-annual gathering dedicated to the businesses that want to advance customer service. The conference is organized by Execs in the Know, a customer experience advocacy group that has been growing its industry for…

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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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Comcast, Bank of America Make Customer Service Hall of Shame

A new report shows that many of America’s biggest corporations are doing a poor job when it comes to customer service. It suggests that new approaches to dealing with customers, such as introducing social media or text messaging…

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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…

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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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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…

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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…

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