in the chat – AC Demo

January 14, 2016

In The Chat enables TD to offer customer support through Facebook

TD partners with AC Client to be the first bank in the world to offer customer service through Facebook Messenger

TORONTO, Dec. 22, 2015 /CNW/ – TD Bank Group announced the launch of customer service through Messenger. Taking comfort and convenience to the next level, TD is the first bank, globally, to offer Messenger as a way of connecting with customers.

“Whether it is in a branch, over the phone, or on your mobile device, the core of what we do is about delivering legendary experiences for our customers and unparalleled convenience and service every single day,” said Theresa McLaughlin, incoming Chief Marketing Officer, TD Bank Group. “We are excited to be able to extend our ability to engage with our customers in a convenient and timely way through Messenger. More than 16 million Canadians use Facebook every day, so it is an important communication platform for us to make a more personal, human connection with our customers.”

We are making it easier than ever for customers to connect with a TD specialist anytime. In 2011, TD was the first bank in Canada to offer customer service 17 hours a day, seven days a week through a dedicated North American Social Customer Service team on Twitter and Facebook. In addition to today’s launch of Messenger, earlier this year TD launched texting as part of Social Customer Service, TD Helps (the TD online advice community) and TD Live Chat on tdcanadatrust.com where customers are able to start a real-time conversation.

“More than 700 million people use Messenger to stay connected to the people and now, businesses, they care about. We’re pleased that TD Bank Group is leading the way in the Financial Services sector, delivering their customers the best way to communicate quickly, conveniently and within context…all inside one of their favourite apps,” said Jordan Banks, Managing Director, Facebook Canada.

“We know Messenger is a popular and widely used platform and this demonstrates our belief in making sure we bring customer service to where our customers are,” added McLaughlin.

Starting today customers can simply open up the Messenger app and search for TD to begin a conversation with our TD live agents between 6:00 a.m. and 11:00 p.m. ET, seven days a week. This new service is enabled by In the Chat, a digital customer service platform that brings together messaging capabilities with social media, text, chat and emerging mobile channels in a single, convenient solution.

TD will not ask you to provide personal information, or login information such as usernames, passwords, PINs, IdentificationPlus security questions and answers, or account numbers, through Messenger. For more information on TD’s online communication policy please visit us at https://www.td.com/privacy-and-security/privacy-and-security/how-we-protect-you/online-security/onlinepolicy.jsp.

About TD Bank Group

The Toronto-Dominion Bank and its subsidiaries are collectively known as TD Bank Group (“TD” or the “Bank”). TD is the sixth largest bank in North America by branches and serves more than 24 million customers in three key businesses operating in a number of locations in financial centres around the globe: Canadian Retail, including TD Canada Trust, TD Auto Finance Canada, TD Wealth (Canada), TD Direct Investing, and TD Insurance; U.S. Retail, including TD Bank, America’s Most Convenient Bank, TD Auto Finance U.S., TD Wealth (U.S.), and an investment in TD Ameritrade; and Wholesale Banking, including TD Securities. TD also ranks among the world’s leading online financial services firms, with approximately 10.2 million active online and mobile customers. TD had CDN$1.1 trillion in assets on October 31, 2015. The Toronto-Dominion Bank trades under the symbol “TD” on the Toronto and New York Stock Exchanges.

SOURCE TD Bank Group

October 12, 2015

In The Chat Continues to Adapt

by Peter Moreira

This article originally appeared on Entrevestor.com

John Huehn spent enough time in the customer service game to know that customers don’t like to be on hold.

That’s why he founded In The Chat, whose software lets customers contact companies through social media, chat or texting. It reduces costs for the companies and produces happier customers, he said.

“Consumers in general these days are sick and tired of waiting for customer service on the phone,” said Huehn, the CEO of In the Chat, speaking after presenting at the Waterloo Accelerator Centre Client Showase last week. “Ultimately, we make it possible to give customers the service they want so you make the customer happy while saving money.”

In the Chat is a social sales and service company powered by an advanced text analytics engine that reads, categorizes and delivers social media posts to their clients for action. The text analytics program in the product determines what type of query the client is asking and automatically sends the message to a specialist in the given area. It’s faster and less annoying that asking the customer to push numbers on the phone to get different departments.

Saying this feature makes the solution “entirely scalable”, Huehn said it is 58 percent more efficient to serve a client via text messaging than on the phone, and that In The Chat produces 20 percent savings over call centres.

The solution also includes a sales and service platform enables real-time consumer engagement via social media.

The story of In The Chat dates back to the days when Huehn worked in the call centre of a major Canadian telecom company, working his way up to vice-president. He believed the process of customer services could be improved by using new technology.

Five years ago, he and Chris Howlett, the former CTO in Residence at Communitech, launched In The Chat with the aim of “bringing emerging technologies into the call centre.”

They began with a product that allowed the customer to reach the company through social media, and then as text and chat became more popular with consumers they added new channels.

The company has grown to 21 people but still works out of the Accelerator Centre, where Huehn enjoys being the “old guy” among the young technological whizzes. Huehn declined to say how much money the company has raised, but did say it amounted to millions of dollars and includes investment from the Angel One Investor Network.

In The Chat has more than 10 enterprise clients and has produced significant double-digit annual revenue growth each year it’s been in operation.

Huehn expects the growth to continue because humanity continues to find new ways to communicate – from mail to telegraph to phone to email to social media to text to chat. And each advance keeps coming more quickly than the last.

“There will only be more channels that come along and they’re coming faster,” he said. “Companies will need a platform like ours that makes it easier for people to contact them.”

October 15, 2014

Interview with AC Client In The Chat

In the Chat aims to transform customer service within big brands with a second generation social listening platform that puts customers first.

With more than 1.3 billion Facebook users worldwide and more than 500 million tweets per day, social media platforms have become a dominant communication channel within our lives.

So when our flight is delayed several hours, or our phone fails to hold its charge, we as consumers now turn to social channels to voice our concerns and questions – with the hopes that the brands we interact with daily are out there listening.

However, the challenge that those in the hospitality industry, banks, telco providers, and retailers are facing is implementing a platform to identify these conversations. A platform where you can not only find and listen to these important signals within a sea of noise, but act swiftly upon that information to improve customer satisfaction, and drive new revenue.

It’s a daunting challenge to solve, explains John Huehn, CEO and founder of In the Chat. “The average telco in the US market needs to monitor an astonishing volume of information – up to 10 million posts a day related to their and their competitors brands,” explains Huehn. “There are tens of millions of people in the US today talking about their telecom providers every day. So how does a company effectively, efficiently and expediently decide which of these posts are of highest value? And perhaps most importantly, which of these customers need immediate attention from a customer service or sales representative?”

Huehn believes his company has the answer to that challenge.

To read the full article, click here.