Infographic: The five pillars of social customer service ROI

31 May 2016

We recently published the results of our latest survey which highlighted the key trends in social customer care and delved deeper into the key priorities and challenges that businesses faced 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...

Pret shows how customer insight can shape what your brand does next

29 April 2016

When you are travelling on a Deutsche Bahn ICE train and you feel peckish you can buy a couple of meat-free dishes in the restaurant car - if that’s what you want.  Putting a choice of tasty,...

Digital interactions to overtake voice by end of year, but service quality still needs improving

25 April 2016

Each year, Dimension Data publishes its Global Contact Centre Benchmarking Report and the 2016 edition is out.  The headline message in 2015 sounded a strong warning for contact centres that...

What to expect from social customer service in the year ahead

13 April 2016

We recently put together a very quick survey highlighting some of the key trends in social customer service for the year ahead.  We then simply asked businesses which of these they saw as the key ...

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...

Infographic: 8 Steps to Evolve Social Customer Service

01 March 2016

Most organisations are still on the road to becoming a social business. Adding social customer service as part of an omni-channel solution is a bit like completing the walk from Land's End to John...

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