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...

Infographic: Chat apps are disrupting customer service plans

10 August 2016

Messaging apps are disrupting customer care plans and we've put together an infographic to show how  these apps are changing how businesses and consumers connect.

Here's a quick walk through ...

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How brands are testing chat bots and what consumers think

29 July 2016

Some see chat bots as the future of customer service.  Some say they’ll give it a week.  It’s really early days still to gauge either way.  There is no real data yet on how many people have...

Why mastering social customer service matters for retailers

25 July 2016

Competition in the instant retail market is faster and stronger than almost every other sector and retailers need to be able to handle social customer care at scale and answer messages within...

How some brands lead by example on social customer service

13 July 2016

There are lots of brands doing great things when it comes to supporting customers on social media.  There is simplicity in what they do, the path they take is clear, and they set the standards for...

Five social customer service trends you need to know about

07 July 2016

We recently lined up 18 statistics which took the social customer care temperature as we head into the second half of the year.  To give you a better understanding of some of the key developments...

Social customer care: the where we’re at stats

14 June 2016

We’re pretty much halfway through the year so it’s a good time to see just how far brands have progressed along the social customer care trail, and look at some of the challenges aheadWe’ve...

Mini guide: 4 essential steps to safeguard customer care on social channels

09 June 2016

As a financial services provider there are 4 tangible steps you can take to ensure you are compliant, protecting customer privacy and monitoring agent activity to safeguard customer care on social...

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