Canadian Treasurer

January 22, 2016

TD the first bank in the world to offer customer service through Facebook Messenger

TORONTO -- TD Bank Group has 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). TD will also soon launch TD Live Chat on where customers will be 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.



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