TD offers a wide range of financial products and services to approximately 20.5 million customers worldwide. With such a large global presence and strong commitment to customer service,  TD has embraced social media as a new way to connect and engage with their customers. While some organizations in the financial service industry have been shy to reach out to customers on social media, the team at TD did their homework, prepared a great strategy for online engagement, and went to work successfully interacting on the social web.

The team at TD believes in being there for their customers, and are pleased to offer extended hours at many of their branches, including weekends and evenings. They also offer customer service on the phone and now on Twitter, blogs and Facebook. For TD it makes perfect sense that they would expand their customer service to the social media channels that their customers like to use. It means they can provide help when other channels of communication that are not available – such as the power outage during Hurricane Irene this past summer. During this situation, TD provided support to their customers via Twitter to share up-to-date information about branch hours and ATM availability.

Take a look at this case study to learn more about TD’s social customer service offerings.

Tell us what you think – would you like to see your bank taking a more active role in social media?

Tags: Case study, Customer service, Financial Services