Think global, act local: How retailers can improve social customer engagement

05 June 2017

In a global economy, brands need to be able to support customers on social media who speak a number of languages and ensure they have the right resources to effectively manage interactions in...

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...

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....

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...

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...

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...

7 creative ways to take the heat away from your social media agents

21 September 2016

Busy social media support teams without the right engagement tools will find keeping up with messages like sitting on a platform and trying to count the number of people on a high speed train that...

Guide: Social customer service playbook - financial services

25 August 2016

We’ve put together a super-useful playbook to help financial services providers better understand how to evolve social customer service programmes, build one-to-one relationships with consumers...

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