Why workforce optimisation improves the efficiency of your social customer care team

14 June 2018

Today social customer care teams are handling more and more digital interactions. Contact Centres are evolving both geographically and technologically and must handle new channels and...

How to prevent cherry-picking in your customer service team

06 June 2018

We all tend to prefer working on things we know and understand. It’s human nature. When faced with the choice of an easy-to-answer question or a seemingly unfathomable riddle, we’ll usually take...

Infographic: Why businesses & customers love web chat for customer service

22 May 2018

 A great customer service experience is all about fast and effective resolution.

It can make all the difference when it comes to closing a sale or retaining a customer. When speed is of the...

Case study: How uSwitch powered up their social customer care

16 May 2018

uSwitch is a UK online and telephone comparison and switching service that helps customers compare prices on a range of products and services, helping them take advantage of the best possible...

Press release: Sentiment announces new web chat solution to enhance digital conversations & reduce customer effort

14 May 2018

Sentiment the leading digital customer service and engagement platform has today released Sentiment Chat, a streamlined web chat solution that enables brands to manage web chat alongside social...

How emojis are changing customer conversations

27 April 2018

Love them or hate them, emojis are visual representations of real feelings and emotions.  We often use them in chat apps or emails to communicate more graphically how we feel in the moment. They...

6 tips for delivering great customer service on web chat

09 April 2018

Conversational commerce and service with a live agent is driving a new deal for brands and consumers. For many it’s now far easier to type a quick question than to pick up the phone and spend time...

5 key reasons to use web chat for digital customer service

19 March 2018

A good customer service experience can make or break a sale.  Being there to immediately respond to a question when a visitor is considering making a purchase can make all the difference. It...

How to use Twitter & Facebook to measure customer satisfaction

08 March 2018

Tracking and measuring customer feedback has always been important for any business – it’s a leading indicator of customer retention and provides valuable data for learning and continuous...

How to use social media for crisis management

02 March 2018

Unexpected spikes in volume on your social channels can happen for a variety of reasons; competitor activity, regulation changes, or a regular favourite - the weather!

Planning ahead will save...

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