5 reasons you need to invest in social customer service

15 December 2016

Over the last decade growth in social media has exploded, and it has developed from being primarily a tool for marketers to a tool used for everything, for sharing experiences both good and bad...

5 steps for successful social customer service this holiday season

08 December 2016

This holiday season more and more customers will be turning to social to vent frustrations or make pre-sales enquiries.  Businesses need to be prepared to handle and analyse social interactions in...

How brands can get quicker on social media response times

28 November 2016

Customers didn’t tell brands they wanted to use social platforms for service – they just got on with it and demand for support is rapidly increasing.  If a company has a social presence, and...

Twitter customer service – what’s it worth?

11 November 2016

Omni-channel may seem like one of the most over used phrases when we talk about customer service these days, but if brands are not able to provide the choice of channels consumers want to use,...

Guide: How to handle social customer service at scale

09 November 2016

We've put together an essential guide to help organisations better understand how to evolve a robust social customer care programme and integrate enterprise-grade technology to seamlessly handle...

Improving social customer engagement during the holiday season

07 November 2016

Let’s look at this through the prism of Black Friday, which has changed holiday trading patterns in the UK for good.  When the online trolley dash gets going in a couple of weeks, social media...

Guide: Social customer service playbook for retailers

03 November 2016

We’ve put together a super-useful playbook to help retailers make social customer care the best it can be. It’s packed with tips, best practice advice, and examples of how leading retail and...

Banking on chat bots

13 October 2016

Research by Mobile Ecosystem Forum and Mblox found that 65% of customers now talk to businesses via chat appsFinancial services customers were the most active users at 22%.  On paper, deploying...

Infographic: Social media complaints toolkit

29 September 2016

When we talk about social media complaints we’re talking in millions.  16 million UK consumers have used social channels to express dissatisfaction.  2 million US consumers do this every day.  In...

Retail social customer service – 12 statistics you need to know

27 September 2016

We'll be launching the next guide in our series of social customer service playbooks in a few weeks' time. This time around the focus is on retail.  Social media strategies fall down if an...

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