Retailers, including banks, are constantly working to improve online banking, especially mobile banking, as more and more people turn to it as the future of banking. Why drive to a brick and mortar building, park your car and stand in line to make your deposit – why even bother driving thru an ATM to make that deposit. Stay at home, snap a picture of that check and voila, you have just made a deposit – convenient, quick and painless. As banks refine ways to make their services more convenient, they are also finding out that it can also make things cheaper for them. After all, if customers are using electronics to make deposits, transfer funds and pay bills that means the banks can staff less tellers and less back office operations personnel.
But what about customer service when you must either calling in and be put on hold or send a secure email that may take 2-3 business days to get a response. The second largest bank in Canada, Toronto-Dominion Bank – better known as TD Bank – is now introducing ‘HELP’ in a way most people are all too familiar with – Texting! They are the first major bank in Canada to offer this service. Wendy Arnott, Head of Digital Marketing and Social Media, TD Bank Group said, “We are excited to be able to make banking easier through the convenience of texting, a medium our customers are using in increasing numbers. Whether it’s a general question about a banking product, a branch location or EasyWeb, or they just need a quick phone number, TD customers can now reach a live TD agent via text. And even though it’s still early days, increasing engagement is pointing to texting becoming a key service channel for TD.”
Simply use the shortcode TDHELP (834357) between 6 am until 11 pm ET, seven days a week. If your question requires an in-person response, then you will be directed to call a toll-free number. TD was also the first bank in Canada to offer customer service 17 hours a day, seven days a week via Twitter and Facebook – now they will extend that help with text messaging as well. With approximately 9.4 million active online and mobile customers, TD Bank is looking towards the future in accommodating those customers. On their site, TD reminds us, “please keep each text message limited to 136 characters. There may be delays in sending and receiving text messages due to carrier issues… Standard text messaging rates will apply.” Certainly, you will not be able to receive any confidential information, such as balances, recent purchases, etc., but that can easily be obtained already with the mobile banking app…but for quick questions, to get a phone number, a branch location or policy info, a quick text should work just fine.
Please let us know on our Google+ Page if you have tried the TD Bank texting service and what you think about it…as always, we would love to hear from you.