Using social customer care data to improve revenue

10 April 2017

Customer service data should be at the centre of your strategy and decision making whether you are a multi-national enterprise or a small business.  Social customer care data in particular can...

7 ways to deliver proactive social customer care

30 March 2017

Good customer care shouldn’t just happen when a customer has a complaint.  It also pays to engage and reach out to customers on social media when they’ve indirectly mentioned your brand or product...

Social Customer Service for Marketeers

23 March 2017

While Marketing Teams usually hold the social media purse strings, Customer Service Teams are the front line of customer engagement.  This infographic shows why closer collaboration between...

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,...

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