Comments
TD Bank Goes Social in Customer Communications
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Jonathan_Camhi
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Jonathan_Camhi,
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6/18/2014 | 6:03:58 PM
re: TD Bank Goes Social in Customer Communications
It's a challenge for enterprises to respond to customers with speed in social media. If you call the call center, you kind of expect to wait on hold a little while. But if you send a message through Twitter, you expect an immediate response. It's good that TD is vetting its answers for accuracy, but there's fine line in that they need to dot their i's, while also responding to customers quickly.
Kelly22
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Kelly22,
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6/17/2014 | 2:11:22 PM
re: TD Bank Goes Social in Customer Communications
I certainly would! Last time I called a customer service line (though not TD) I ended up waiting around 15-20 minutes to speak with an actual person.
Byurcan
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Byurcan,
User Rank: Author
6/17/2014 | 1:59:12 PM
re: TD Bank Goes Social in Customer Communications
Alot of people will probably like to contact their bank with issues via this way, as opposed to calling the 80 number, which I had to do last night.
Kelly22
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Kelly22,
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6/13/2014 | 7:56:50 PM
re: TD Bank Goes Social in Customer Communications
I like how TD is emphasizing genuine communication with consumers. Vijay's point about using technology to really add value for the customer is something other banks (and all financial services companies) should look to. Having new tech is great, but knowing how to use it effectively is even more important.
Jonathan_Camhi
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Jonathan_Camhi,
User Rank: Author
6/13/2014 | 6:36:21 PM
re: TD Bank Goes Social in Customer Communications
I expect these kind of communities to become common place for banks in the future. Barclays has already done interesting things with this model. It's an opportunity that banks need to be taking advantage of. The fact that TD is vetting its answers before they are published is definitely a best practice too.


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