TD Uses Social Media To Help Make Customers Even More Comfortable

Case Study / TDTD USES SOCIAL MEDIA to help make theircustomers even more comfortable The Challenge focused on delivering customer service via Twitter, and engaging customers with help and advice on TD understands that customers place a great deal blogs and on TD Money Lounge on Facebook. The of trust in their bank and they expect it to be as teams use Radian6 to track mentions, find relevant accessible, helpful and responsive to their needs conversations and manage the team’s workflow. as possible. To TD that means being there for Using social media, the bank has been able to customers where they feel most comfortable, identify and help with 1000s of customer inquiries whether it’s in the branch, on the phone or on social on a range of topics, from service issues to banking media channels. TD sees social media as a personal hours. For example during Hurricane Irene, which and exciting way to share and communicate. “Social shut down much of the east coast for several days, media isn’t about selling products or services, it’s TD was able to update affected customers with about engaging with customers, providing the best information about branch and ATM availability. possible customer service and sharing information,” says Wendy Arnott, VP of Social Media & Digital The Results Communication for TD Bank. TD Bank has been using social media to assist With more and more of their customers talking on their customers, share information and make Twitter and other social media channels, TD Bank connections. “People are very candid on social knew that social media could be a great asset to their media, and it gives us the chance to get feedback business. on our branch hours and services or help a customer resolve an issue. We find our customers are happy to know that we are listening and that we are here The Approach to help,” explains Arnott. “Social media gives TD the power to be where our customers are and for us TD has built social media teams in Canada and the there is no where else we would rather be.” US to provide what they call “Social Service.” These teams are located in major call centers and are www.radian6.com 1 888 6RADIAN (1 888 672-3426) Copyright © 2012 - Radian6

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TD Uses Social Media To Help Make Customers Even More Comfortable

by Radian6 on Jan 26, 2012

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TD Uses Social Media To Help Make Customers Even More Comfortable — Document Transcript