Why negative feedback on social media can be a positive for your business

07 March 2017

Brands engaging in social customer service can win on many fronts: lower cost to serve, improved satisfaction and increased customer loyalty.  But there will inevitably be times when you receive...

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...

Guide: How messaging apps are pushing the customer service frontier

17 February 2017

Messaging apps are now more popular than social networks, and they offer brands unprecedented reach.  Conversational commerce is creating a new set of opportunities and challenges for engaging...

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....

7 common social customer service pain points and how to resolve them

06 February 2017

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,...

How to succeed with customer service on Twitter

05 January 2017

Whether you are just starting out on the social customer care road or already have an established social presence, it’s essential to understand how to successfully handle customer engagement on...

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...

AAA Twitter customer service: automate, accelerate, answer

11 May 2016

Back in the day, tweets were seen by some as digital wrappers for the next days’ fish and chips - 140 characters of trivia that would be quickly forgotten.  How things have changed.  Twitter has...

Sentiment: New UI Release

18 February 2014

New lookandenhanced functionalitygives you even more value to monitor, engage, andsupport your 'social' customers.

We are delighted to update you on somenew product developmentswhich we are sure...

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