Why negative feedback on social media can be a positive for your business

07 March 2017

Brands engaging in social customer service can win on many fronts: lower cost to serve, improved satisfaction and increased customer loyalty.  But there will inevitably be times when you receive...

Press release: DX selects Sentiment for social customer service

28 February 2017

Sentiment today announced that DX, a leading independent mail, parcels and logistics end-to-end network operator in the UK and Ireland, will deploy Sentiment’s intelligent social customer care...

How eBay uses social media to create customer service experiences that make a difference

24 February 2017

For many the idea of managing customer service on social media can seem like a daunting prospect, but handled correctly it can serve as a point of differentiation in a crowded market.  Lots of...

6 tips for successfully building your social customer care team

19 February 2017

Training social customer care teams is one of the most pressing issues for contact centre managers whether social customer service is outsourced or in-house. No other department engages with your...

Guide: How messaging apps are pushing the customer service frontier

17 February 2017

Messaging apps are now more popular than social networks, and they offer brands unprecedented reach.  Conversational commerce is creating a new set of opportunities and challenges for engaging...

How to Choose the Right Social Customer Service Tool

14 February 2017

As follow up to our guide: 15 essential tips on using social media to improve customer service, we're running a series of posts looking at how to create your social customer service programme....

7 common social customer service pain points and how to resolve them

06 February 2017

Social media is quickly becoming the channel of choice for consumers who want fast and efficient customer service. It’s not just for the big-name brands.  If your customers are on social media,...

How to choose the right social messaging app for customer service

25 January 2017

Customers increasingly expect brands to communicate with them in the moment if they have a query or a problem.  With the continued increase in the growth of social messaging apps many brands are...

How social messaging apps are changing customer service – 11 essential statistics

16 January 2017

The world of customer service is constantly evolving.  Social messaging apps are now pushing the customer service boundary. The popularity of social messaging apps continues to grow and digital...

How to succeed with customer service on Twitter

05 January 2017

Whether you are just starting out on the social customer care road or already have an established social presence, it’s essential to understand how to successfully handle customer engagement on...

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