How eBay uses social media to create customer service experiences that make a difference

24 February 2017

For many the idea of managing customer service on social media can seem like a daunting prospect, but handled correctly it can serve as a point of differentiation in a crowded market.  Lots of...

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,...

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...

How brands can get quicker on social media response times

28 November 2016

Customers didn’t tell brands they wanted to use social platforms for service – they just got on with it and demand for support is rapidly increasing.  If a company has a social presence, and...

Infographic: Social media complaints toolkit

29 September 2016

When we talk about social media complaints we’re talking in millions.  16 million UK consumers have used social channels to express dissatisfaction.  2 million US consumers do this every day.  In...

Retail social customer service – 12 statistics you need to know

27 September 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 retail.  Social media strategies fall down if an...

7 creative ways to take the heat away from your social media agents

21 September 2016

Busy social media support teams without the right engagement tools will find keeping up with messages like sitting on a platform and trying to count the number of people on a high speed train that...

What’s in a tweet – a day on the retail customer service frontline

09 September 2016

Social media is a lens for retailers to look across their whole business - customer service, marketing, retention, supply chain, stores, logistics and beyond.  Brands need to think up, down and...

Guide: Social customer service playbook - financial services

25 August 2016

We’ve put together a super-useful playbook to help financial services providers better understand how to evolve social customer service programmes, build one-to-one relationships with consumers...

Getting the best from your social media agents? The 60-second test

18 August 2016

Ok, so your social media team is up and running to support customers.  You’re confident they are the best communicators using text and have expert product knowledge to answer often complex queries...

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