5 ways retailers can use social media to improve customer service

24 May 2017

Competition is fierce in the retail sector and businesses need to create meaningful service differences to survive and thrive.  Price competition is no longer enough, the service experience must...

5 steps to improve social customer service

18 May 2017

Recent statistics show providing high quality social customer care is linked to improved customer satisfaction and retention.

Customers expect a fast, friendly and efficient response across...

10 key social customer care statistics you need to know

12 May 2017

Customer service is the new marketing. It’s not just about winning new customers, but also about retaining existing ones and customer service is a key component of the decision to stay or go.

How to maximise the productivity of your social customer care team

03 May 2017

Organisations often have to balance multiple objectives; how to improve customer satisfaction and increase revenue while also reducing the cost to serve. Increasing complexity and disparate...

Using social customer care data to improve revenue

10 April 2017

Customer service data should be at the centre of your strategy and decision making whether you are a multi-national enterprise or a small business.  Social customer care data in particular can...

7 ways to deliver proactive social customer care

30 March 2017

Good customer care shouldn’t just happen when a customer has a complaint.  It also pays to engage and reach out to customers on social media when they’ve indirectly mentioned your brand or product...

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

07 March 2017

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

6 tips for successfully building your social customer care team

19 February 2017

Training team to deliver customer service on social media is one of the most pressing issues for contact centre managers whether social customer service is outsourced or in-house. No other...

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 use social media to improve customer service...

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