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....

Digested read - Hug Your Haters: How to Embrace Complaints and Keep Your Customers

07 April 2016

"Mobile and social technology, sociological and behavioural changes and heightened consumer expectations have radically shifted what it means to provide great customer service, and the resources...

Financial services: 4 essential steps to safeguard customer care on social channels

31 March 2016

In an industry where compliance, security and privacy underpin engagement, financial services providers are understandably cautious about social customer service teams working so publicly. You...

Webinar: 8 steps to effective social customer service

30 March 2016

When it comes to evolving the care you provide on social channels, look beyond the hype. There is no alchemy, finite, or one-size fits all approach to social success. It's a continuous cycle of...

What do you expect from social customer service in 2016?

07 March 2016

 

12 financial services stats: How customer engagement on social adds up

04 March 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 financial services. The guide is packed with tips, best...

Improve Twitter customer service with new features on Sentiment

24 February 2016

At Sentiment we help large enterprises handle Twitter customer service at scale. We are there for organisations with multiple social accounts, and contact centre teams with hundreds of agents, to...

How well did @BTCare cope during Tuesday's outage?

04 February 2016

Were you affected by the outage on Tuesday when BT's broadband services went down? Hundreds of thousands of customers across the country were left without the internet and as you can imagine ...

How to manage social media complaints with confidence

02 February 2016

A staggering 879 million complaints are posted each year on social media by consumers. Some people rant because they can, or they are letting off steam. They don't always need a reply. But, not...

Why retailers need to take stock of social conversations

18 January 2016

Have you seen the feedback buttons as you head for the door at Currys PC World? You can select happy or sad buttons to rate your store experience as you leave. Obviously retailers like this dig...

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