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...

7 common social customer service pain points (and how to fix them)

22 February 2018

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,...

[Video] How to spend less time managing social messages...without logging into every social channel

15 February 2018

Customers like using social media platforms for customer service. They like it even more when they get a quick response to their message.

How to deliver personalised digital customer service at scale

09 February 2018

Customer service can make or break a customer relationship. How the customer feels after engaging with a brand, when they have complaint or a problem, either reinforces or changes the brand...

5 reasons to use Twitter and Facebook for customer service

25 January 2018

Although many businesses use Twitter and Facebook for marketing activities, many have yet to leverage their power to improve customer service.  These social platforms provide a great opportunity for...

What does 2018 have in store for contact centres?

04 January 2018

Yes, it really is that time of year again! After the parties and fireworks, it looks like it’ll be another busy year for contact centres. Statistics show that social media use is expected to...

Institute of Customer Service reveals ‘average’ customer service on Black Friday costs retailers £1.9 billion

06 December 2017

New research released by the Institute of Customer Service highlights that retailers are potentially missing out on £1.9 billion in future sales by not offering ‘excellent’ customer service on...

5 ways to be more proactive with social customer care

24 November 2017

We recently spoke about some of the key challenges businesses are facing in developing and evolving their social customer service.  At a recent Social Media Forum with UKCCF, delegates took part...

Taking a strategic approach to social customer service

17 November 2017

Sentiment recently hosted a Social Media Seminar in partnership with UKCCF, looking at the challenges facing businesses seeking to optimise their social customer service strategy.

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